Customer Support Engineer
About The Position
LILT is seeking a curious, detail-oriented Customer Support Engineer to help linguists and platform customers use its translation platform effectively. This full-time, remote role is open to candidates in the Pacific or Mountain time zones to support overlap with customers and engineering teams. The engineer serves as a first point of contact for platform users, evaluating incoming requests, resolving issues where possible, and routing other issues to the appropriate team. The role also supports large enterprise customers through regular and ad hoc troubleshooting calls, keeping customers informed and following issues through to resolution.
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 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.
- Bachelor’s degree or equivalent experience preferred; Computer Science, Linguistics, or a related field is a plus but not required.
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 customer calls and ad hoc calls as needed to explain technical issues clearly and follow through to resolution.
- Investigate and reproduce reported errors, filter and document bugs, and escalate them to Engineering.
- Communicate feature requests to Product.
- Manage incoming support requests in a timely manner, meet SLAs, and keep customers informed throughout.
- 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
