Description
We are tackling a growing $30B+ market, fueled by the global demand for automation, and we’re assembling a world-class team to help us get there. We're looking for a highly skilled and experienced Senior Technical Support Engineer who is passionate about customer experience. In this position, you’ll work closely with our Customer Success, Customer Support, and Engineering teams to troubleshoot complex technical issues for our top-tier customers and optimize our processes. You’ll also help define the Technical Support Engineer role at Forethought and help to coach and mentor a team of TSEs. We're looking for someone with a growth mindset who wants to help us solve the world's hardest problems through Artificial Intelligence.
What You'll Be Doing (Responsibilities):
- Become an expert on the Forethought AI platform and related solutions
- Serve as key point of contact for top-tier clients after the product implementation phase
- Coordinate and run the resolution of critical technical issues for top-tier customers, ensuring timely and complete problem solving to technical challenges and business issues
- Help develop the Technical Support Engineer function by building team processes, runbooks, and providing mentorship and guidance to the TSE team
- Troubleshoot and resolve technical and business questions related to general product knowledge, implementation, training, software configuration, individual user issues, and other Forethought related questions, while meeting our SLA’s and quality goals
- Assist with product maintenance requests such as machine learning model improvements and adjustments
- Communicate with customers in the support portal or video conferencing sessions, clearly explaining solutions and providing advice on specific capabilities of the Forethought platform
- Collaborate with product and engineering teams to champion for customers, drive resolution of bugs, prioritize fixes, develop solutions for our customer’s challenges, and share technical support trends
- Manage and participate in a rotating on-call schedule for emergency technical support assistance
- Assist in enhancing our knowledge base and help-center content based on customer support trends, dedicated to operational efficiency
- Build and improve support processes to better serve our customers
- Collaborate with CX to help provide support trends/insights for QBRs
Who You Are (Skills):
- 5-10 years of experience in a Technical Support Engineering or related role
- 2+ years of experience serving as the technical point of contact for critical escalations for enterprise customers
- Strong proficiency with Python, Bash, JavaScript, or other programming languages
- Strong understanding of databases (Elasticsearch and SQL familiarity preferred) and experience leveraging BI/analytics tool sets (Looker preferred)
- Strong analytical and troubleshooting skills, familiar with common monitoring and logging systems (Kibana and Sentry.io preferred)
- Experience utilizing and troubleshooting API's. Comfortable interpreting and leveraging API documentation
- Strong verbal and written communication, including active listening, conflict resolution, and customer empathy
- Skilled in technical writing with experience contributing to knowledge bases or product documentation
- Understanding of machine learning fundamentals
- Enjoy having autonomy while actively seeking out your team for advice and solutions where needed
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