Responsibilities
- Own the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom
- Guide technical end users directly by debugging and refining custom-built Python and no-code agents
- Serve as Tier 2 advanced support to monitor and tackle complex production issues through our monitoring alerts
- Drive technical investigations across our stack and escalate deeper technical issues to product and engineering teams
- Shape our product roadmap by gathering and sharing platform feedback and feature requests with product and design teams
- Build and maintain automated diagnostic tools and scripts to scale our support operations and reduce resolution times
Requirements
- Bring 5+ years of experience providing technical support for an enterprise B2B SaaS organization
- Demonstrate deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog
- Possess strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments
- Enjoy working on-screen with customers to overcome product issues and Connect with them empathetically
- Communicate complex technical concepts clearly through excellent writing and communication skills
- Own the resolution of every technical issue from start to finish
Nice to Have
- Challenge the status quo by bringing experience with GenAI and LLMs
Benefits
- Generous PTO, plus company holidays
- Comprehensive medical and dental insurance
- Paid parental leave for all parents (16 weeks)
- Fertility and family planning support
- Early-detection cancer testing through Galleri
- Competitive pension scheme and company contribution
- Annual work-life stipends for: Wellness stipend for gym, massage/chiropractor, personal training, etc.
- Learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation and company stock options
Work Arrangement
Hybrid — New York City, London
