Customer Support Engineer

at  ObserveAI

ABOUT US

Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.
Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Raised our $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.

WHAT YOU’LL BE DOING:

• Provide efficient and accurate technical support for Observe.AI’s product to ensure customer satisfaction
• Work on language transcription related issues via various tools and help improve the overall accuracy of the account
• 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
• Drive a “customer first” mindset to the team and collaborators
• Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment

WHAT YOU’LL BRING TO THE ROLE:

• 2+ year as a Technical Support Engineer on a SaaS Support team
• Proficient in French and English, required to know basics of German
• Working technical knowledge of SaaS applications, cloud integrations, and architecture
• Experience with Customer Support tech stack (i.e. Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, GetFeedback)
• The ability to prioritize multiple tasks and projects simultaneously while still executing on high-level objectivesExcellent verbal and written communication skills
• Proven track record of demonstrated ability to dive into the weeds and find out solutions
• Scripting knowledge is good to have