This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Support linguists and platform clients with their everyday platform inquiries, such as executing jobs, opening and handling files, and navigating the LILT interface.

• Participate in weekly customer meetings and on-demand calls to clearly articulate technical issues and ensure resolution.

• Examine and replicate reported issues.

• Screen and document bugs prior to escalating them to the Engineering team.

• Convey feature requests to the Product team.

• Address incoming support inquiries promptly, adhering to SLAs and keeping clients updated.

• Record and communicate frequent customer challenges and feature recommendations to foster platform and process enhancements.

• Assist users of LILT's AI-driven translation and localization platform.

⛳️ Requirements

• 1–3 years of experience in customer support, technical support, localization support, or similar client-facing roles.

• Ability to work comfortably with technical products and quickly grasp new tools.

• Excellent written and verbal communication abilities.

• Analytical mindset with a methodical approach to problem investigation and the discernment to know when to escalate issues.

• Proficiency in SQL and database management is required.

• Knowledge of Google Cloud Platform (GCP) is necessary.

• Expertise in REST APIs is essential.

• Experience with authentication and single sign-on (SSO) troubleshooting is required.

• A Bachelor's degree or equivalent experience is preferred; a background in Computer Science, Linguistics, or a related field is a plus but not mandatory.