Senior Technical Support Engineer, Ultimate
$80-120k
Conversational AI customer service builder
Job no longer available
Conversational AI customer service builder
201-500 employees
Job no longer available
$80-120k
201-500 employees
Company mission
To bring joy to customer service through the world’s most powerful virtual agent platform.
Role
Who you are
- You’re a great match if you possess fantastic troubleshooting skills, are driven to help both external customers and internal colleagues, and have the ability to dive deep into a new product to learn it inside and out
- At least 2+ years of technical support experience
- Based in or near Madison, WI or Austin, TX
- Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious
- Excellent organizational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
- A strong sense of urgency
- Ability to empower end-users to support themselves using our knowledge base
- Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
- A desire to learn, master and teach
- Fluent written and spoken in English
Desirable
- Basic knowledge of various mobile platforms; iOS, Android
- Solid technical support experience
- Prior customer service role is essential
- Knowledge of HTML, XML, JavaScript or CSS
- Experience with RESTful API
- Basic understanding of UNIX commands (for search, and other command line features)
- Intermediate understanding of authentication technology (SAML, JWT)
- Basic understanding of how SaaS integrations work
- Experience troubleshooting in a SaaS environment with an assertive deploy schedule
What the job involves
- We are seeking a support guru based in the Austin, TX or Madison, WI area who thrives on providing technical guidance through various communication channels, including messaging (live and asynchronous), email, phone, video conference, forums, and social media like Twitter
Our take
In the rapidly evolving landscape of digital transformation and eCommerce, businesses are locked in fierce competition, elevating the significance of customer experience. This places considerable strain on customer support teams to deliver exceptional services while managing costs. The solution to this challenge lies in AI-powered digital support automation.
Ultimate provides a no-code automation platform capable of automating up to 60% of support workloads. With a focus on NLP-powered technology, Ultimate has given itself a strategic edge. Its conversational AI is available in 109 languages, consistently positioning the company as a top contender in G2.
The onset of 2022 markets a string of successes for Ultimate, including a record-breaking first half, the appointment of a global customer success executive, and ongoing product innovation. Impressively, the company achieved a 166% growth in new brand partnerships year-on-year, securing major deals with influential names like Zoopla, Get Your Guide, iCard, and Conekta. Now the company is focused on expanding its presence in the US, while also securing even more strategic partnerships.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Dec 2020
$20m
SERIES A
Nov 2019
$3.5m
SEED
Total funding: $28.9m
Company benefits
- Scaled professional development: We're passionate about up-skilling our team and providing people with internal opportunities, so we all grow together
- Bespoke personal growth: Learn a new language, train for a marathon, take a coding course. Our personal development budget has you covered
- Flexible working: From office-lovers to homebodies, and anywhere in between, we encourage our team to work from their preferred location
Company HQ
Kreuzberg, Berlin, Germany
Leadership
Sarah Al-Hussaini
(Co-Founder & COO)An investment banker turned CX & AI expert, Sarah is passionate about diversity in tech and its power to create a better world. They were awarded Forbes 30 Under 30 in 2019.
Reetu Kainulainen
(Co-Founder & CEO)Reetu’s vision for Ultimate led tech giants like Maki Ventures and Techstars to back the fast-growing company. They are passionate about using AI to make CS agents’ careers more rewarding and joyful.
Jaakko Pasanen
(Co-Founder & CSO)As Ultimate’s Chief Science Officer, co-founder Jaakko leads the company’s in-house AI research unit in its mission to build the most powerful virtual agent platform for customer support.
Markus Rautio
(Co-Founder)Ever since they helped develop what would become Ultimate at a Helsinki hackathon, Lead Engineer Markus has been using their technical expertise to build products with meaning alongside his co-founders.
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