Job Information
eightfold.ai Senior Technical Support Engineer in Bangalore, India
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 Senior Technical Support Engineer role provides direct support to business leaders, hiring managers, and recruiters leveraging Eightfold.ai products to hire top talent.
Senior 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:
Assist customers in solving problems related to Eightfold.ai 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
What we need:
Minimum of 5 years of experience in a Technical Support role
Working knowledge of Technical Support, SQL, Debugging, Troubleshooting, API, Programming, and Support Engineering
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
About us:
Eightfold (https://eightfold.ai/) Eightfold was founded with a vision to solve for employment in our society. For decades, the connection between individuals and opportunities has been based on who the individuals are and the strength of their network, vs. their potential. Eightfold leverages artificial intelligence to transform how to think about skills and capabilities for individuals as well as how jobs and career decisions are made. Eightfold offers the industry’s first AI-powered Talent Intelligence Platform to transform how organizations plan, hire, develop and retain a diverse workforce, enabling individuals to transform their career.
To date, Eightfold AI has received more than $410 million in funding and a valuation of over $2B (https://eightfold.ai/blog/eightfold-ai-raises-220m/) from leading investors to further our mission of finding the right career for everyone in the world. If you are passionate about solving one of the most fundamental challenges of our society - employment, working on hard business problems and being part of an amazing growth story - Eightfold is the place to be!
You may want to refer to the media coverage on TechCrunch and Reuters. Eightfold.ai is led by Ashutosh Garg, a PhD in Machine Learning/IIT Delhi alumni who managed Search and Personalization at Google, and Varun Kacholia-IIT Bombay alumni, who led the News Feed Ranking team at Facebook and developed YouTube Search at Google.
We are a team of self-starters who excel in their fields. We believe in giving you responsibility, not a task. We want you to have ownership and pride in your work and see your work's positive impact on your colleagues, our customers, and the world. We believe in providing transparency and support so you can do the best work of your career.
Hybrid Work @ Eightfold: We embrace a hybrid work model that aims to boost collaboration, enhance our culture, and drive innovation through a blend of remote and in-person work. We are committed to creating a dynamic and flexible work environment that nurtures the collaborative spirit of our team. Starting February 1, 2024, employees residing near Santa Clara, California, or our Bangalore and Noida offices in India will return to the office twice a week.
Eightfold.ai provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability.
Experience our comprehensive benefits with family medical, vision and dental coverage, a competitive base salary, and eligibility for equity awards and discretionary bonuses or commissions.
Our customers (https://eightfold.ai/customers/customer-stories/)
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