About this Role

The Technical Support Team is focused on delivering great customer experiences to individuals and companies using Eightfold.ai products. Reporting to the Head of Customer Support, the Technical Support Engineer role provides direct support to enterprise customers' business leaders, hiring managers, and recruiters leveraging Eightfold.ai modern AI products.

Technical Support Engineer is responsible for managing and resolving challenging issues for Eightfold.ai customers and helps to ensure that SLA’s are met. This includes developing subject matter expertise within the customer success department and collaborating with other team members. The successful candidate will be able to quickly gain an understanding of the Eightfold.ai products, platform, API, and internal applications. You will work on developing and maintaining internal support tools. This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills. You will build strong relationships with customer IT teams to ensure smooth product deployments and timely resolution of technical problems during the Pilot and Go-live phases of product deployment and continue to support during adoption and the rest of the contract life.

What you'll do (or learn to do):

• Assist customers in solving problems related to product features, usability, technical issues, and product performance, including participation in all aspects of pre-sale, customer onboarding/development, diagnosing/resolving technical issues, and escalation support

• Develop processes around Zendesk and other tools to deliver world-class customer support

• Work closely with engineering to translate customer feedback into potential fixes/enhancements

• Achieve team targets for response times, service level, and customer satisfaction, as established by the Manager of Customer Support

• Collaborate with team members across Technical Services, Customer Success, Product, Marketing, and Engineering as needed to resolve issues and deliver great customer experiences

• Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders including your Manager, the Product Team, Technical Services, and Customer Success

• Maintain and create detailed documentation through logging of support cases, email, and knowledge base articles for the customer and internal use

• Work on projects that provide value to the department, Eightfold.ai, and the Self-Serve and Employer customer bases

Qualifications:

• Information Technology, Information Systems or Engineering degree is preferred. Or equivalent work experience

• Min of 2-5+ years of experience in a technical support role

• Working knowledge of the components in a web applications stack.

• Working knowledge of backend server APIs

• Proficiency with relational databases and SQL

• Strong customer focus and ability to deliver great customer experiences

• A track record of meeting and exceeding KPIs and working well in team-based settings

• Outstanding written and verbal communication skills

• Strong troubleshooting and problem-solving skills

• High personal productivity and excellent time management

• Demonstrated ability to troubleshoot technical issues.

Preferred Qualification:

• Experience in a B2B supporting an Enterprise or SaaS-based application experience preferred

• Familiarity with applicant tracking systems, human resources, recruiting, employer branding, and the online recruitment advertising space

• Familiarity with at least one programming language

Pay Transparency: Experience our comprehensive benefits with family medical, vision and dental coverage, a competitive base salary, and eligibility for equity awards and discretionary bonuses or commissions.

*Please note this role is open to most US locations, and categorized as remote in the US. The base salary ranges below are provided for pay transparency. Base pay is only one piece of our total compensation package as this role may be eligible for bonus and equity awards. Compensation varies depending on a number of factors including qualifications, skills, competencies, experience and zone locations in the US. Zones are determined by location.

Zone A is SF Bay Area & New York City.

Base pay range in US: $104,000 -$140,000 + annual bonus up to 10% + PreIPO stock (equity)

Zone B is all other locations within the US.

Base pay range in US: $89,000 -$120,000 + annual bonus up to 10% + PreIPO stock (equity)

Hybrid Work @ Eightfold: We embrace a hybrid work model that aims to boost collaboration, enhance our culture, and drive innovation through a blend of remote and in-person work. We are committed to creating a dynamic and flexible work environment that nurtures the collaborative spirit of our team. Starting February 1, 2024, employees residing near Santa Clara, California, or our Bangalore and Noida offices in India will return to the office twice a week.

Eightfold.ai provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability.

Experience our comprehensive benefits with family medical, vision and dental coverage, a competitive base salary, and eligibility for equity awards and discretionary bonuses or commissions.

Our customers (https://eightfold.ai/customers/customer-stories/)

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