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Company

FYLD · 3 hours ago

Technical Support Agent (US)

United States

Full-time

Remote

Mid Level

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Artificial Intelligence (AI)Civil Engineering

Growth Opportunities

No H1B

Hiring Manager

Lorna Palmer

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Responsibilities

• Issue Management: Efficiently handle reported issues from customers and internal teams. Ensure all problems are logged, tracked and resolved within prompt business SLAs.

• Attempt first-call resolution when possible and escalate to the appropriate teams when opportunities for Support to resolve are exhausted

• Data Gathering: Collect transparent steps to reproduce for all engineering issues, aiding effective troubleshooting and resolution by the engineering team.

• Provide customer context to avoid unnecessary escalated incidents

• End User Engagement: Monitor ongoing incidents or major product changes and ensure timely, proactive communication with customers and stakeholders.

• Reporting and Analysis: Communicate with the wider Support organisation regarding case trends and common issues. Provide actionable recommendations to reduce recurring problems and improve processes

• Collaboration & Transparency: Align internal and external teams on issue progress and resolution through clear and consistent communication

• Knowledge Management: Ensure high-quality knowledge base content is available to our customers and internal team members, based on reported Support issues and your experience

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Incident ManagementSaaS SupportMobile Application SupportKnowledge Base CreationSpanish LanguageAI TechnologiesVideo Content CreationB2B ExperiencePortuguese LanguagePolish Language

Required

Proven track record of managing and resolving multiple high-priority incidents efficiently

Expertise in handling SaaS and mobile application support

Strong communication skills with non-technical users, ensuring issues are translated into actionable, technical language for engineering teams.

Creation and handling of high-quality Product and Engineering issues

Creation, development and upkeep of knowledge base content

Spanish speaking, either native or business fluency B1/B2 ('Independent User'), and C1/C2 ('Proficient User').

Experience operating and thriving in an early-stage, high-growth, metric-driven, results-oriented, and hands-on environment

Excellent ownership, someone who gets things done and delivers real results for our customers and business

Preferred

Portuguese and/or Polish languages would be a plus

Some familiarity with or interest in AI & Computer Vision technologies is a plus

Experience of creating customer-facing video content

Data-informed - highly analytical thinker and structured problem-solver.

Collaborative - ability to influence and advise key stakeholders at all levels across the organisation. 'One team' mentality, rather than 'product-led'.

Accountable - drives initiatives through to conclusion. Makes things happen.

Growth mindset - low ego, humble and eager to learn. Always looking to improve themselves and the company.

Commercial - understands the company business model and how we grow. Makes commercial sound decisions.

B2B experience - previous experience working in a B2B environment preferred.