Agent Support Engineer, Assort Health

• 5+ years of customer support experience in SaaS or AI-first companies
• Strong verbal and written communication skills, with executive presence
• Concrete examples of going above and beyond for customers
• A track record of working cross-functionally and as a team player

Desirable

• As an Agent Support Engineer, you will own post-implementation support for Assort accounts that require US-based data handling. You will manage L1/L2 tickets once customers are live, and you will design the processes and playbooks that make support run well at scale
• Own steady-state L1/L2 ticket management for accounts that require US-based data handling
• Design the post-live support model for your first account, including process design and playbook structure
• Investigate and resolve customer issues using logs, data, and internal tools
• Work cross-functionally to resolve escalations and close the loop with customers
• Communicate clearly with customer stakeholders, including executives, in writing and live
• Track and improve response and resolution SLAs, CSAT, and reopen rate
• Tools You'll Work With:
• Pylon
• LLMs
• Log services: Google Cloud Console, Braintrust
• SQL/databases