Technical Support Engineer, Replicant
+ Equity
Call center AI chatbots
Open for applications
Call center AI chatbots
101-200 employees
Open for applications
+ Equity
101-200 employees
Company mission
To provide clients with an artificial intelligence solution that their customers enjoy speaking to.
Role
Who you are
- 2-3 years providing customer technical support
- 2-4 years of experience in Javascript, Python, Typescript and code versioning using GitLab/GitHub
- Excellent interpersonal, written and verbal communication skills
- A strong sense of ownership and customer empathy — we work very closely with our internal teams and external customers. Maintaining positive working relationships with them is paramount to the success of our business
- An ability to negotiate priorities and timelines with customers to the benefit of Replicant
- Thrive in fast-paced, highly collaborative team environments #startuplife
- Strong team player - we work in small product teams that work very closely together and are constantly collaborating in order to move as fast as possible
- Open minded and independent thinker who likes to own and solve challenging and complex problems
- Willingness to learn new skills, technologies, frameworks and the aesthetics of conversation design as needed
- Experience working with REST APIs, Authentication (OAuth 2.0 and Basic)
What the job involves
- We’re looking for a Technical Support Engineer with strong communication and development skills to provide world-class support to Replicant’s Enterprise customers
- You will have the opportunity to empower customers on how to use self-service tools and resources, improve and enhance customer-facing Ai Agents and resolve support requests for our mission critical services
- Enhance and improve Ai Agents in Typescript and in-house visualization tools
- Provide exceptional customer technical support to Replicant’s Enterprise customers through ticket responses and proactive support
- Work cross-functionally with Engineering, Operations, and Professional Services to ensure customer requests are resolved within SLA and meet a high level of customer satisfaction
- Work with the Director of Technical Support to improve and innovate Replicant’s support, maintenance, and managed services processes and operational procedures
- Enhance and improve Ai Agents in Typescript and in-house visualization tools
- Assist with the development of customer self-help resources
- Work as an integrated member of a fully remote, cross-functional Support team
- Participate in regular on-call rotations to support our systems
- Participate in daily and weekly Scrum rituals (daily stand-ups, sprint planning, sprint retros)
- Analyze and break down technical designs into tactical and executable blocks of work
- Track time and effort on ongoing tasks and provide regular updates
Our take
Whilst automation and AI are being applied to industries across the world, customers must still endure long waits and inconsistent service from telecommunication services. In addition to this, customer service agents must answer the same repetitive questions hundreds of times every day, which is both expensive and inefficient. Replicant uses neural networks to provide completely autonomous call center technology, that aims to provide intelligent and human-like alternatives to customer service agents.
Replicant's service understands context, accents, slang, and technical terms, providing far more intelligent results than simple answer-recognition phone services. Although various startups are taking steps towards reducing bottlenecks within customer service calls through autonomous chatbots, Replicant stands out by focusing on providing realistic and engaging conversation through neural networks, providing a convincing replacement that reduces costs and frustrations within call centers of any type.
Replicant has secured a good amount of funding to fuel its to ambitions to expand research and development, improving its conversations, and launch new automated channels. The company also plans to increase headcount across a range of teams, onboard new customers, and launch professional development programs for its employees.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Apr 2022
$78m
SERIES B
Sep 2020
$27m
SERIES A
Total funding: $120m
Company benefits
- Company Equity
- Health insurance
- Remote-friendly
- Frequent offsites
- Unlimited vacation
- Sabbatical program
- Equipment stipend
- Wellness stipend
Company values
- Blade runners - We take ownership and pride to influence the outcomes of our goals and like a Blade Runner, are resourceful in accomplishing them
- Självdistans = Swedish for “self-distance”; the ability to reflect on oneself and one’s relations from an external perspective. We act with objectivity, never letting our work define us
- Bread makers - We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to elevate our company mission
Company HQ
Presidio of San Francisco, San Francisco, CA
Articles
Leadership
Gadi Shamia
(CEO)They co-founded TopManage before spending 6 years at SAP and Magneto, as well as COO positions at Adobe and Talkdesk. They co-founded Replicant in January 2019, serving since as CEO.
Benjamin Gleitzman
(CTO)Having studied at MIT, they worked as a Software Engineer for Hunch and co-founded NextStep and ShockBottoms. They spent 6 years as an eBay Software Engineer before co-founding Ruse, MONA, and Replicant.
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