Technical Support Specialist, SaaS, AI

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee support channels and prioritize incoming issues as per established procedures.

• Act as the initial technical responder for user inquiries, aiming for resolution within 30 minutes for critical problems.

• Determine if issues can be addressed directly or if they need to be escalated to engineering.

• Effectively communicate with both non-technical clinical users and highly technical engineers.

• Access production databases and execute command-line scripts to troubleshoot issues and confirm data integrity.

• Resolve user-facing obstacles without resorting to escalation.

• Validate solutions and ensure issues are resolved before marking them as closed.

• Convert user challenges into clear and concise technical bug reports for the engineering team.

• Engage directly with engineers in specific Slack channels and issue tracking systems.

• Provide comprehensive technical context to enable engineers to act swiftly on escalated matters.

• Assist in facilitating and troubleshooting user onboarding and credentialing processes.

• Perform hands-on tasks such as account resets, permission adjustments, and access management within the product ecosystem.

• Maintain a record of all active tasks and project support items.

⛳️ Requirements

• Technical expertise with the ability to navigate production databases utilizing SQL.

• Excellent written and verbal communication skills, demonstrating the ability to clarify complex technical issues.

• A sense of urgency and ownership: a mentality of no task being too small, with a commitment to swiftly resolving issues.

• Familiarity with contemporary support and productivity tools such as Slack, Linear, HelpScout, or Notion.

• Highly organized and responsive, capable of managing multiple ongoing conversations and technical tasks at once.

• Previous experience in support engineering, software engineering, data engineering, or a technical support role within a startup environment.

🏝️ Benefits

• Paid Time Off in accordance with company policy.

• Adherence to company guidelines regarding holiday observance.

• 100% remote working arrangement, allowing you to work from your most productive environment.