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Senior Support Engineer

3 months ago

Boston, Massachusetts, United States Lilt Full time
Job Description

About Us

LILT is the top AI solution for business translations. Our technology stack consists of the Contextual AI Engine, Connector APIs, and Human Adaptive Feedback, allowing global companies to embrace a genuine AI translation approach that prioritizes business results over mere outputs. With LILT, leading organizations like Intel, ASICS, WalkMe, and Canva are leveraging AI to deliver multilingual, digital customer experiences on a large scale.

Although our core AI tech bears resemblance to ChatGPT and Google Translate, it's our innovative use of it that makes LILT truly groundbreaking. Our patented Contextual AI Engine goes beyond basic translations, comprehending the subtleties of our client's content and target audience to provide highly precise, business-oriented outcomes. By adopting a connector-first strategy, we seamlessly integrate with our client's existing workflows. Our continuous evolution is ensured by a feedback loop that incorporates human insights, making LILT a constantly improving AI partner for your global aspirations.

Where You'll Work

This role requires working during US PST hours. It is based in our Emeryville, CA office and involves a hybrid office setup. LILT will consider candidates in other locations (US - Indianapolis, Boston, Washington D.C., and UK - London) who can adhere to US PST working hours.

What You'll Do

As a Senior Support Engineer at LILT, your primary focus will be on enhancing our internal tools and processes to ensure customer success and translator satisfaction. You will be the main point of contact for resolving platform and payment issues for LILT customers and translators.

You will collaborate closely with our front-end, back-end, and research teams, utilizing your database and scripting skills, deep product knowledge, positive demeanor, and customer-facing communication abilities to offer effective solutions. Your daily tasks will involve building, fixing, and creating tools and features that directly impact both internal and external users who rely on our product daily.

This role reports to the Manager, Customer Engineering within the Technical Services department.

Key Responsibilities

  • Own and Resolve Customer Issues End-to-End: Be the primary contact for addressing platform and payment issues, troubleshooting problems, and delivering effective solutions. Collaborate with engineering to propose mitigation or resolution paths.
  • Continuous Improvement: Proactively identify areas for enhancement based on customer feedback and implement solutions through process optimizations, knowledge base updates, and suggesting product/service improvements, including leveraging AI and Chatbots for better response quality and time.
  • Teamwork and Leadership: Collaborate effectively with team members and potentially mentor junior colleagues while upholding best practices within the Support Engineering team.

Skills and Experience

Customer Skills

  • Excellent interpersonal and customer service skills
  • Strong critical thinking abilities to swiftly diagnose and resolve issues
  • Proactive and effective communication with customers for issue resolution
  • Capability to research application database, code, and knowledge base to address customer concerns
  • Ability to develop and update processes and procedures in the knowledge base for efficient issue resolution
  • Strong written English skills; proficiency in multiple languages is beneficial

Technical Skills

  • Basic SQL knowledge and experience in database manipulation
  • Experience with command line in a Linux environment
  • Basic scripting skills (e.g., Bash, Python, etc.)

Experience & Education

  • Over 5 years of experience handling customer queries in a SaaS or software services environment
  • Demonstrated history of team leadership and implementing best Support Engineering practices
  • Proven track record of proactively enhancing the company's product/services using customer feedback
  • Thorough familiarity with modern ticketing systems and knowledge base platforms (Jira, Zendesk, Freshdesk, etc.)
  • Bachelor's Degree or equivalent experience in Information Security, Computer Science, Electrical Engineering, or related fields

Our Story

Our founders, Spence and John, crossed paths at Google while working on Google Translate. Both researchers at Stanford and Berkeley, they dedicated their efforts to language technology for universal accessibility. Their departure from Google was driven by the realization that Google Translate wasn't integrated into enterprise products and services, leading them to establish LILT.

From its inception on March 6, 2015, LILT has been at its core a machine learning company. Recognizing the quality gap in machine translation for enterprise needs, LILT formed a cutting-edge research team tasked with bridging this divide. While meeting the demand for translation services, LILT emphasizes investments in Large Language Models as crucial for the future of enterprise translation.

Benefits

  • Competitive compensation with meaningful equity, 401(k) matching, and flexible time off, including company holidays
  • Comprehensive medical benefits, including coverage for medical, dental, and vision, with additional FSA/DFSA, HSA, and commuter benefits. LILT also covers basic life insurance, short-term disability, and long-term disability
  • Paid parental leave eligible after 6 months
  • Monthly lifestyle benefit stipend through the Fringe platform to customize benefits according to individual lifestyles

LILT is an equal opportunity employer, committed to fair employment practices and eliminating discrimination based on race, religion, national origin, gender identity, age, disability, genetic traits, veteran status, pregnancy, or any other legally protected classification.