Customer Support Engineer

LILT•Indianapolis, IN

About The Position

AI is changing how the world communicates — and LILT is leading that transformation. We're on a mission to make the world's information accessible to everyone, regardless of the language they speak. We use cutting-edge AI, machine translation, and human-in-the-loop expertise to translate content faster, more accurately, and more cost-effectively without compromising on brand, voice, or quality. At LILT, we empower our teammates with leading tools, global collaboration, and growth opportunities to do their best work. Our company virtues—Work together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1—guide everything we do. We are trusted by Intel Corporation, Canva, the United States Department of Defense, the United States Air Force, ASICS, and hundreds of global Enterprises. Backed by Sequoia, Intel Capital, and Redpoint, we’re building a category-defining company in a $50B+ global translation market being redefined by AI. We are looking for a curious and detail-oriented Customer Support Engineer to help our linguists and platform customers get the most out of LILT. You will be the first line of support for platform users, evaluating incoming requests, resolving what you can, and routing what you cannot to the right team.

Requirements

Between 1-3 years of experience in customer support, localization support, or similar customer-facing roles.
Comfortable working with technical products and learning new tools quickly.
Strong written and verbal communication skills so you can explain technical difficulties clearly to both end users and technical administrators.
An analytical mindset where you dig into complications methodically and know when to escalate.
SQL & Database Management
Google Cloud Platform (GCP)
REST API
Yarn for package management

Nice To Haves

Network (Browse debugging tools)
Familiarity with Datadog
Github
Authentication and SSO troubleshooting
Bachelor’s degree or equivalent experience preferred; Computer Science, Linguistics, or a related field is a plus but not required.

Responsibilities

Platform support: Assist linguists and platform-only customers with day-to-day platform questions, including running jobs, opening and processing files, and navigating the LILT interface.
Bug triage: Investigate and reproduce reported errors, filtering and documenting bugs clearly before escalating to the Engineering team. Communicating feature requests to Product.
Queue management: Handle incoming support requests in a timely manner, meeting SLAs and keeping customers informed throughout.
Product enhancement requests: Document and relay frequent customer pain points or feature suggestions to drive ongoing platform and process improvements.

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