Technical Support Engineer (CS)

C1

3d • $120,000 - $140,000

About The Position

C1.ai is expanding its technical support team within the Customer Success organization. This role is suited to someone with a technical SaaS background who enjoys working directly with customers, managing the support queue, coordinating complex issue resolutions, and joining calls to help solve problems. The role focuses on building product expertise, providing timely technical support, guiding customers, and collaborating with internal teams to resolve issues and improve the customer experience.

Requirements

• At least 3 years of experience in a technical support, solutions engineering, or DevOps role focused on IAM, IT, or security.
• Willingness to work East Coast hours.
• Hands-on experience with HTTP APIs, including REST and OAuth, authentication protocols, and connector or integration development.
• Solid knowledge of Docker and Kubernetes, particularly for troubleshooting containerized applications.
• Comfort working with on-premises infrastructure and hybrid cloud deployments.
• Clear, empathetic communication skills, including the ability to explain complex problems and guide customers toward solutions.

Nice To Haves

• Strong familiarity with AWS IAM, policies, roles, identity federation setups, or infrastructure-as-code tools.
• Experience with Microsoft Entra ID/Azure AD and Active Directory administration and integrations.
• Scripting or light development experience, such as Python, Bash, or Go.

Responsibilities

• Develop a deep understanding of the technical aspects of C1.ai products, staying current on features and best practices to guide and support customers.
• Serve as a point of contact for technical support, troubleshoot customer issues, and escalate technical concerns to the appropriate internal teams.
• Aim for a support response time of under one hour and project-manage fixes with internal teams.
• Work collaboratively through complex customer problems rather than solving them in isolation.
• Conduct customer training sessions, including creating and delivering training materials or hands-on workshops for more robust platform features.
• Identify opportunities to automate internal and customer tasks and help implement changes smoothly and efficiently.
• Gather customer feedback about the product, services, and overall experience, and advocate for customer needs and product improvements.
• Use data and analytics to assess customer usage patterns, identify potential issues, and provide insights that help customers maximize solution value.
• Collaborate with internal teams to align on customer needs and resolve issues promptly according to prioritization methods.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed