Technical Support Engineer, Lilt
AI solution for enterprise translation and content creation
Be an early applicant
AI solution for enterprise translation and content creation
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To make the world's information accessible to everyone regardless of where they were born or which language they speak.
Role
Who you are
- You are creative, courageous, and have strong problem-solving capabilities
- You can adapt to change quickly while dealing with many varied technical support requests and challenges
- You are highly technical with an interest in internet technologies and knowledge of technical processes (think SQL / HTML / JavaScript / PHP / Java / Scripting)
- You are self-driven, flexible, and have the ability to maintain high levels of productivity with minimal supervision, taking accountability for your work and results delivered
- You’ve had exposure to uncertain situations and show a history of dealing with ambiguity successfully
- You make quick, informed decisions under pressure and prioritize appropriately based on urgency, necessity, and both internal and external requests
- Excellent customer service and problem-solving skills
- Ability to quickly diagnose, multi-task and resolve customer issues
- Must be able to research the application database, application code, and knowledge base, and recreate issues to provide customer solutions
- Effectively communicate with customers as required: keeping them informed of incident progress and maintaining records of customer interactions, including actions taken, in written and sometimes in a meeting conference call
- Must be able to work independently and as a member of a team
- STEM degree preferred but not required
- Experience with a monitoring tool like Datadog is required
- Experience within the localization industry and multiple languages is a plus
- Experience in a Technical Support team setting (preferably in enterprise application software support) for more than 2 years
- SQL/Relational Databases - minimum 2-5 years
- Linux environment and kernel - minimum 2-5 years
- Scripting (i.e. Bash, Python, etc.) - minimum 2-3 years
What the job involves
- We are seeking a highly motivated and skilled Technical Support Engineer to join our customer support team
- As a Technical Support Engineer for the Lilt platform, you will work directly with our customers and linguists to help them resolve the issues they face while working with the platform and help LILT improve its AI platform
- You will be the face of the company externally when discussing solutions and building relationships with our customers, and providing valuable feedback internally to our engineering teams to help improve our products and services
- You will collaborate closely with our production and customer success teams and leverage your technical abilities to ensure the timely delivery of projects to our customers
- The role also provides you the opportunity to build, fix, and create tools and features that have a direct impact on both internal and external users who depend on our product every day
- It's a great opportunity to learn a technically complex, customer-oriented product from the inside-out
- Every day brings exciting and new challenges!
- Be a key source of knowledge on the LILT platform and APIs, the underlying web-stack technologies, and industry-standard integration methods and best practices
- Interact regularly with Engineering, Production, and cross-functional management on high-profile technical issues to the product support team
- Reproduce customer issues, file bug reports, and coordinate the delivery of fixes
- Analyze customer data, including log files, stack traces, browser traces, and thread dumps
- Be an internal product advocate, track product processes, and contribute to the platform, feeding back feedback and issues you get back from LILT platform users
- Author knowledge base articles and drive internal knowledge-sharing initiatives
- Be prepared to work in a 24x5 shift environment
Our take
Widely available tools like Google Translate are not fit for complex, operationally intense processes that require expert translations. The manual methods of yesterday can't scale to the volume of digital information produced today. Lilt works with companies, schools, and government agencies to provide AI-powered enterprise language translation. Its platform combines a translation management system and neural machine translation with human language experts to create a “human-in-the-loop” approach.
While companies like AI Translate offer intelligent machine translations, they still have linguists fine-tune and correct the texts afterwards. With the Lilt platform, AI and humans work together on text, with the AI making real-time sentence suggestions and the linguist reviewing them immediately. This collaboration delivers 3-5x greater efficiency than traditional human-only translation services, which has aided Lilt's substantial rounds of funding.
Clients such as Asics, Canva, and Digital Ocean use Lilt technology for urgent campaigns and large-scale localisation projects. Recently, Lilt launched its V3.5 translation models, which improve quality by 15% to 20%, significantly enhancing translation accuracy and efficiency. Additionally, Lilt appointed a new Chief Revenue Officer to drive growth and scale, underscoring its commitment to expanding its market presence and further improving its services.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2022
$55m
SERIES C
May 2020
$25m
SERIES B
Total funding: $91.9m
Company benefits
- Compensation: Meaningful equity, 401(k) matching, and flexible time off plus company holidays
- Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, plus FSA/DFSA, HSA, and Commuter benefits. In addition, LILT pays for basic life insurance, short-term disability, and long-term disability
- Paid parental leave is provided after 6 months
- Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle
Company HQ
Emeryville, CA
Leadership
John DeNero
(Co-Founder & Chief Scientist)Earned a PhD in Computer Science from the University of California, Berkeley. Previously Teaching Professor at UC Berkeley for 7 years and Senior Research Scientist at Google for 4 years.
Spence Green
(CEO)Earned a Ph.D. in Computer Science from Stanford University. Previously Research Assistant - Computer Science at Stanford University for 6 years and Fellow at XSeed Capital for 1 year.
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