TECHNICAL SKILLS

• Problem-solving: troubleshoot and identify the root cause of issues
• Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management
• Experience in a customer-facing role in at least one of the following: LLMs, RAG, Knowledge technologies, SaaS-based system integrations

EXPERIENCE

• 5+ years of experience in technical support, technical account management, technical customer support or a similar role; B2B and SaaS product is preferable

ABOUT THE ROLE

Kizen is looking for a talented Technical Customer Support Specialist to join our rapidly expanding, venture-backed startup, to support our growing customer base by providing them with a superior support experience to pair with our amazing product.
As a Technical Customer Support Specialist, you will partner with Engineering, Customer Success, Product, Sales, and customers to drive successful outcomes to all levels of inquiries and issues they may encounter in their Kizen journey. You will be part of a team of motivated, seasoned support professionals - this team lives and breathes our company value “customer-obsessed”.

WHAT YOU WILL BE DOING

• Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal SLA’s
• Assist customers with new product features, configurations, and onboarding
• Educate customers on the use of Kizen product features as needed
• Identify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan while coordinating and updating the customer throughout
• Contribute to customer help articles and internal playbook/FAQs to improve overall support delivery
• Provide root cause analysis documents to explain high-impact incidents when needed
• Work closely with teams across Kizen to drive product, process, and service improvements
• Provide level 1 and level 2 customer support