Technical Support Engineer - AI, SaaS, Enterprise
Posted on: 22 Jun 2024
Santa Clara, CA
Job Description
About this Role
The Technical Support Team is focused on delivering great customer experiences to individuals and companies using Eightfold.ai products. Reporting to the Head of Customer Support, the Technical Support Engineer role provides direct support to enterprise customers' business leaders, hiring managers, and recruiters leveraging Eightfold.ai modern AI products.
Technical Support Engineer is responsible for managing and resolving challenging issues for Eightfold.ai customers and helps to ensure that SLA’s are met. This includes developing subject matter expertise within the customer success department and collaborating with other team members. The successful candidate will be able to quickly gain an understanding of the Eightfold.ai products, platform, API, and internal applications. You will work on developing and maintaining internal support tools. This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills. You will build strong relationships with customer IT teams to ensure smooth product deployments and timely resolution of technical problems during the Pilot and Go-live phases of product deployment and continue to support during adoption and the rest of the contract life.
What you'll do (or learn to do):
Assist customers in solving problems related to product features, usability, technical issues, and product performance, including participation in all aspects of pre-sale, customer onboarding/development, diagnosing/resolving technical issues, and escalation support
Develop processes around Zendesk and other tools to deliver world-class customer support
Work closely with engineering to translate customer feedback into potential fixes/enhancements
Achieve team targets for response times, service level, and customer satisfaction, as established by the Manager of Customer Support
Collaborate with team members across Technical Services, Customer Success, Product, Marketing, and Engineering as needed to resolve issues and deliver great customer experiences
Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders including your Manager, the Product Team, Technical Services, and Customer Success
Maintain and create detailed documentation through logging of support cases, email, and knowledge base articles for the customer and internal use
Work on projects that provide value to the department, Eightfold.ai, and the Self-Serve and Employer customer bases
Qualifications:
Information Technology, Information Systems or Engineering degree is preferred. Or equivalent work experience
Min of 2-5+ years of experience in a technical support role
Working knowledge of the components in a web applications stack.
Working knowledge of backend server APIs
Proficiency with relational databases and SQL
Strong customer focus and ability to deliver great customer experiences
A track record of meeting and exceeding KPIs and working well in team-based settings
Outstanding written and verbal communication skills
Strong troubleshooting and problem-solving skills
High personal productivity and excellent time management
Demonstrated ability to troubleshoot technical issues.
Preferred Qualification:
Experience in a B2B supporting an Enterprise or SaaS-based application experience preferred
Familiarity with applicant tracking systems, human resources, recruiting, employer branding, and the online recruitment advertising space
Familiarity with at least one programming language
Micron
Salt Lake City, UT
It's about memory
The world is moving to a new economic model, where data is driving value creation in ways we had not imagined just a few years ago. Data is today’s new business currency, and memory and storage are emerging as strategic differentiators that will redefine how we extract value from data to learn, explore, communicate and experience.
And we know memory
As the leader in innovative memory solutions, Micron is helping the world make sense of data by delivering technology that is transforming how the world uses information. Through our global brands — Micron, Crucial and Ballistix — we offer the industry’s broadest portfolio. We are the only company manufacturing today’s major memory and storage technologies: DRAM, NAND, NOR and 3D XPoint™ memory. Our solutions are purpose built to leverage the value of data to unlock financial insights, accelerate scientific breakthroughs and enhance communication around the world.
It’s how we do business
From our roots in Boise, Idaho, Micron has grown into an influential global presence committed to being the best memory company in the world. This means conducting business with integrity, accountability, and professionalism and supporting our global community.
Our commitment to sustainable practices
Micron’s approach to sustainability is a reflection of how we have done business for 40 years. Our dedication to employee health and safety, environmental quality and community support worldwide is detailed in our 2019 Sustainability Report.
Our history of giving back started in 1999 when we established the Micron Foundation and identified science, technology, engineering and math (STEM) education as a priority for Idaho students. Today, the Micron Foundation’s initiatives have become leading resources for educators and students in Idaho communities and beyond, and we donate millions of dollars to organizations and events identified by our local teams around the world.
Micron Foundation
Endowed with gifts from Micron Technology, Inc., the Micron Technology Foundation’s mission is to develop effective programs that promote math, science, and engineering education and to participate in activities that address the priorities and concerns of the communities where Micron employees live and work.
Manufacturing locations
Boise, Idaho, USA
Hiroshima, Japan
Lehi, Utah, USA (IMFT, joint venture)
Manassas, Virginia, USA
Muar, Malaysia
Singapore
Taichung, Taiwan
Taoyuan, Taiwan
Xian, China
All Micron Locations
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IndustryInformation Technology
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No. of Employees36, 000
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Website
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Jobs Posted1010
