Job Information
eightfold.ai Staff Technical Support Engineer - AI , SaaS, Enterprise in United States,
About our Team
The Global Customer Experience team directly impacts customer satisfaction and success. This team embodies the critical intersection of technical expertise and a focus on customer satisfaction. Our team works closely with Product, Engineering, Sales and other teams to ensure we are delivering the best possible support to our customers. This is a customer-facing role requiring you to leverage your best skills to build relationships with our most critical customers.
You will triage and solve critical customer issues and independently work to find viable solutions. In the Staff TSE role- you will be the most senior member of our team. You will learn to be an SME and gain an expert understanding of all Eightfold products, advanced ML platform, APIs, and develop internal support tools.
What about AI?
You will also partner with a world-class Support Automation Team to help identify and implement cutting-edge GenAI capabilities to help transform the experience for Eightfold Customers. It includes proactively identifying trends that are customer{s) specific and working with Support Automation Team to help enable a broader team with GenAI capabilities that uses AI and LLMs to understand an issue, identify potential troubleshooting paths and allow co-pilots to recommend/guide TSE’s to help resolve a customer issue and ultimately improve our SLAs.
Responsibilities
Assist customers in solving problems related to Eightfold.ai product features, usability, technical issues, and product performance.
Investigate customer escalations, lead technical calls with customers, and handle high- priority customer issues. Always delivering world-class customer support.
Debug and Implement bug-fixes
Define process improvements. Help to improve customer sentiment.
You will contribute to product growth and enhancements and be the liaison between Customers and Engineering. Partner with Engineering to translate customer feedback into fixes/enhancements
Participate in pre-sales, customer onboarding/development, diagnosing/resolving technical issues, and escalation support.
Ensure smooth product deployments and timely resolution of technical problems during Pilot and Go-live phases of product deployment. Support during adoption and the rest of the contract life.
Achieve team targets for response times, service level, and customer satisfaction.
Collaborate with Customer Success, Product, Marketing, and Engineering teams to help resolve issues and deliver great customer experience.
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. Update and improve product documentation.
Work on projects that provide value to the department, Eightfold.ai, and customers
Qualifications
Minimum of 8+ years of experience in a Technical Support role for enterprise SaaS software or AI products.
Decent scripting or coding skills
Experience with Database, SQL, ETL, and Data Transformation
Experience with SaaS Solutions and Cloud Technology
Excellent Debugging, Troubleshooting, API integrations, 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
Expert-level troubleshooting and problem-solving skills
High personal productivity and excellent time management
Demonstrated ability to troubleshoot technical issues and implement bug-fixwea
Strong knowledge and experience with Database management, SQL, ETL, and Data Transformation
Ability to coach/mentor other team members
Preferred Qualifications
Proficient in at least one programming/scirpting language
Bachelor’s degree in Computer Science, Engineering or Information Technology
Passion for AI technology
Pay Transparency:
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.
*Please note this role is open to most US locations, and categorized as remote in the US. The base salary ranges below are provided for pay transparency. Base pay is only one piece of our total compensation package as this role may be eligible for bonus and equity awards. Compensation varies depending on a number of factors including qualifications, skills, competencies, experience and zone locations in the US. Zones are determined by location.
Zone A is SF Bay Area & New York City.
Base pay range in US: $136,000 -$160,000 + annual bonus up to 15% + PreIPO stock (equity)
Zone B is all other locations within the US.
Base pay range in US: $116,000 -$147,000 + annual bonus up to 15% + PreIPO stock (equity)
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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