Customer Support Engineer
About The Position
LILT is hiring a curious and detail-oriented Customer Support Engineer to help linguists and platform customers use its platform effectively. The role is the first line of support for platform users: evaluating incoming requests, resolving issues where possible, and routing others to the appropriate team. The engineer also works directly with enterprise customers, joining regular calls to troubleshoot issues and provide updates through resolution. This is a full-time, remote role. The company is hiring in the Pacific or Mountain time zone so the employee can overlap with customers and engineering teams.
Requirements
- 1–3 years of experience in customer support, technical support, localization support, or similar customer-facing roles.
- Comfort working with technical products and learning new tools quickly.
- Strong written and verbal communication skills, including the ability to explain technical issues to end users and technical administrators and participate in customer calls.
- An analytical approach to investigating problems methodically and knowing when to escalate.
- Expertise in SQL and database management.
- Expertise in Google Cloud Platform (GCP).
- Expertise in REST APIs.
- Expertise in authentication and single sign-on (SSO) troubleshooting.
Nice To Haves
- Experience with browser network and debugging tools.
- Experience with Datadog.
- Experience with GitHub.
- Experience with Yarn for package management.
- A bachelor’s degree or equivalent experience; Computer Science, Linguistics, or a related field is a plus.
Responsibilities
- Assist linguists and platform customers with day-to-day platform questions, including running jobs, opening and processing files, and navigating the LILT interface.
- Join weekly and ad hoc customer calls to explain technical issues clearly and follow through to resolution.
- Investigate and reproduce reported errors, document and filter bugs before escalating them to Engineering, and communicate feature requests to Product.
- Manage incoming support requests in a timely manner, meet SLAs, and keep customers informed.
- Document and relay recurring customer pain points and feature suggestions to support platform and process improvements.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
