Technical Support Analyst, you.com
Generative AI
$90-150k
AI search infrastructure for enterprises
Open for applications
AI search infrastructure for enterprises
201-500 employees
Open for applications
$90-150k
201-500 employees
Company mission
To help people move faster, think deeper, and do more.
Role
Who you are
- Strong understanding of Generative AI, its applications, and its impact on business processes
- Familiarity with APIs, cloud platforms, and workflow automation tools
- Ability to analyze and troubleshoot technical issues, with a solutions-oriented mindset
- Demonstrated ability to follow and improve support processes for efficiency and consistency
- Strong organizational skills, with the ability to prioritize and manage multiple customer issues simultaneously
- Proven experience in a customer-facing role, with a passion for helping customers succeed
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences
- Skilled in using CRM tools (e.g., Salesforce, Zendesk, HubSpot) to manage support cases and track customer interactions
- Experience generating reports and insights from CRM tools to improve support processes
What the job involves
- We are seeking a Technical Support Analyst to join our growing customer success team and play a critical role in delivering exceptional technical support for our Generative AI solutions
- This role is ideal for a process-oriented professional who is technically adept, customer-focused, and skilled at navigating workflows, business processes, and CRM tools
- You will be responsible for diagnosing and resolving customer issues, improving workflows, and ensuring customer satisfaction with our cutting-edge Generative AI platform
- Diagnose, troubleshoot, and resolve technical issues related to Generative AI workflows and integrations
- Respond to customer inquiries via CRM tools, email, and other support channels, providing clear and timely solutions
- Escalate complex issues to engineering or product teams while maintaining ownership of customer communication
- Deliver a high-quality customer experience by empathizing with customer needs and ensuring their success with our solutions
- Proactively identify opportunities to enhance customer adoption and usage of Generative AI capabilities
- Act as a trusted advisor, helping customers align product capabilities with their business processes
- Apply a process-oriented approach to streamline technical support workflows, ensuring consistent issue resolution and tracking
- Document common issues and solutions in a knowledge base to empower customers and internal teams
- Identify recurring issues and collaborate with Product and Engineering teams to improve system performance and reliability
- Understand customer workflows and business processes to provide tailored recommendations and solutions
- Collaborate with customers to ensure that Generative AI solutions integrate seamlessly into their existing workflows
- Provide technical guidance on designing and optimizing cross-enterprise workflows using Generative AI
- Leverage CRM tools to manage support tickets, track customer interactions, and ensure accurate documentation
- Generate reports and insights from CRM tools to monitor support performance and customer satisfaction
- What Success Looks Like:
- Customer issues are resolved quickly and effectively, with high levels of satisfaction
- Customers are empowered to fully utilize Generative AI solutions in their workflows and business processes
- Support processes are continuously streamlined and optimized to improve efficiency and consistency
- Recurring technical issues are documented and addressed, leading to product improvements and fewer support cases over time
Our take
The pressure for enterprises to adopt AI is mounting, but even with impressive advancements to the technology it can be difficult to implement effectively. Foundational models fail to meet the needs of enterprises, which require something they can more easily customise.
This is what you.com recognises and addresses, supplying solutions to empower its clients to build the artificial intelligence that best serves them. The company's enterprise AI product, combined with search and agent APIs and consulting, enables each business to adapt AI intelligently to its industry and aims.
Its a valuable proposition that has not gone unnoticed by the industry, with you.com raising a substantial amount of funding in 2025. This will be used to "build the infrastructure for the agentic era", as the company aims to support its clients into this next age of AI-empowered operations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
33% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2025
$100m
SERIES C
Jun 2024
$50m
SERIES B
Total funding: $197.9m
Company benefits
- A remote-first work environment with hubs in California, NYC, and Canada that offer monthly in-person gatherings
- Unlimited PTO with 11 U.S. holidays observed and a week shutdown in December to rest and recharge
- Competitive health insurance plan, where 100% of the policyholder is covered and 75% for dependents
- 12 weeks of paid paternity leave in the US; additional time off is also considered
- 401k program, 3% match coming January 2025
- $500 work-from-home stipend to be used up to a year of your start date
- $1,200 / year Health & Wellness Allowance to support your personal goals
- In-person coworking weeks 1 to 2 times a year
- Chance to collaborate with a team at the forefront of AI research
Company HQ
SoMa, San Francisco, CA
Leadership
Richard Socher
(Co-Founder & CEO)Experience as Chief Scientist of EVP for Salesforce from 2016 to 2020. Founder of AIX ventures since 2021.
Bryan McCann
(Co-Founder & CTO)Experience as a Course Assistant at Stanford University from 2014 to 2016. Lead Research Scientist for Salesforce from 2016 to 2020.
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