Description

You provide technical support for a complex machine learning product and its conversational bot configurations. This role is on-site.

Responsibilities

• Troubleshoot issues to identify root causes and determine resolution steps.
• Triage support tickets and escalate defects to Customer Success Engineering or Product teams.
• Analyze logs in Kibana and logDNA to track and resolve user-reported issues.
• Perform configuration changes to fulfill specific customer requests.
• Document recurring issues in the knowledge base and log defects in the management system.

Required Skills

• 2+ years of experience in technical support and troubleshooting.
• Experience working with REST APIs.
• Proficiency in troubleshooting and defect management.
• Ability to reproduce, document, and communicate bugs and outages.
• Skill in simplifying highly technical concepts for customers.
• Understanding of engineering frameworks to distinguish configuration requests from product limitations.
• Knowledge of XML and JSON.
• Bachelor's degree in Information Technology, Computer Science, or a relevant field.

Preferred Skills

• Familiarity with YAML and JavaScript.
• Knowledge of distributed version control systems like Git.
• Experience with Enterprise IT Platforms such as Okta, ServiceNow, GSuite, or Microsoft Active Directory.

Key Skills

Education

Any Graduate