Technical Support Engineer, Observe.AI
$80-85k
Office located in Redwood City, CA
Contact center software
Open for applications
Contact center software
201-500 employees
Open for applications
$80-85k
Office located in Redwood City, CA
201-500 employees
Company mission
To enable brands to enhance their customer experience, with the power of contact center AI.
Role
Who you are
- 2+ year as a Technical Support Engineer on a B2B SaaS Support team
- Working technical knowledge of SaaS applications, cloud integrations, and architecture
- Experience with Customer Support tech stack (i.e. Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, GetFeedback)
- The ability to prioritize multiple tasks and projects simultaneously while still executing on high-level objectives
- Excellent verbal and written communication skillsProven track record of demonstrated ability to dive into the weeds and find out solutions
- Scripting knowledge is good to have
What the job involves
- As a Technical Support Engineer at Observe.AI, you will help create a world-class customer experience for our customers which in turn will make them raving fans of the product
- Through your technical expertise and experience, you will help drive a “customer first” mindset with every customer interaction
- You will prioritize customer requests using our ticket system (Zendesk) and will take lead in creating customer-facing documentation (Zendesk Guide) striving to deflect tickets through proactive knowledge articles
- You will use your proficiency in customer service and technical acumen to ensure high-level objectives and KPIs are met
- You will also be an active participant in our bottoms-up culture, participating in project planning and scoping best practices for the team
- Provide efficient and accurate technical support for Observe.AI’s product to ensure customer satisfaction
- Improve deflection rate of engineering-based escalations by increasing support technical acumen and owning engineering tasks over time
- Become the liaison with Engineering and Product to escalate bugs, outages, and product requests
- Collaborate with Customer Success, Onboarding, and Product to drive outstanding customer experience
- Analyze where users are getting stuck and provide potential workarounds + KB articles
- Proactively identify opportunities to improve team processes
- Provide support for integrations including Telephony Platform, Web Conferencing, API, Salesforce, and other 3rd party integrations
- Driving a “customer first” mindset to the team and collaborators
- Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment
Our take
Being stuck on the phone to customer service can be time-consuming and frustrating. Observe.AI aims to improve the experience with its Intelligent Workforce Platform. This transforms contact centers through AI by automating tasks and form filling, helping people find more information quicker.
Unconventionally, the company gained its footing by going directly to the call centres themselves, rather than the businesses they serve - providing valued call optimization tools to improve operatives' performance. It also supplies an analysis engine for cross-channel customer interactions, which enables users to find new revenue opportunities, employ effective coaching and improve quality assurance.
Observe.AI has raised huge amounts of funding, demonstrating the high levels of confidence in its market position and performance. A major technological and commercial partnership with Zoom, alongside the growing trend in businesses prioritising customer interactions, bodes well for the company's future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2022
$125m
SERIES C
Sep 2020
$54m
SERIES B
Total funding: $223.2m
Company benefits
- Excellent medical, dental, and vision insurance options
- Flexible PTO
- Generous holiday (federal and wellness) recognition and parental leave policies
- 401K plan to save for your future
- Remote benefits including a daily meal stipend, WFH stipend, mobile & internet stipend to set you up for success in this remote environment
- Learning & Development fund to support you in your continuing education journey and professional development
- Fun events to build culture across the organization
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Swapnil Jain
(Co-Founder & CEO)Previously completed an internship in Software Engineering at Google and worked at Twitter for 3 years, first as Senior Software Engineer and then as Technical Team Lead.
Salary benchmarks
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