Observe.AI · 2 days ago

Technical Support Engineer I

United States

Full-time

Remote

Mid Level

$70K/yr - $90K/yr

2+ years exp

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Artificial Intelligence (AI)Customer Service

Insider Connection @Observe.AI

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Provide efficient and accurate technical support for Observe.AI’s product to ensure customer satisfaction

Improve deflection rate of engineering-based escalations by increasing support technical acumen and owning engineering tasks over time

Become the liaison with Engineering and Product to escalate bugs, outages, and product requests

Collaborate with Customer Success, Onboarding, and Product to drive outstanding customer experience

Analyze where users are getting stuck and provide potential workarounds + KB articles

Proactively identify opportunities to improve team processes

Provide support for integrations including Telephony Platform, Web Conferencing, API, Salesforce, and other 3rd party integrations

Driving a “customer first” mindset to the team and collaboratorsSelf-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment

Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment

Qualification

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Technical SupportSaaS ApplicationsCloud IntegrationsCustomer SupportZendeskFreshdeskPagerDutyOpsGenieAtlassian StatusPageJIRAConfluenceGetFeedbackProject ManagementSolution-FocusedProblem-SolvingCommunicationTime ManagementScripting Knowledge