Technical Support Engineer

1 week ago

Old Toronto, Canada Forethought Technologies Inc. Full time

We are tackling a growing $30B+ market, fueled by the global demand for automation, and we’re assembling a world-class team to help us get there. We're looking for a Technical Support Engineer who is passionate about customer experience and enjoys working with Python and SQL. You’ll work closely with our Customer Success, Customer Support, and Engineering teams to troubleshoot complex technical issues our customers are experiencing and optimize our processes. We're looking for someone with a growth mindset who wants to help us solve the world's hardest problems through Artificial Intelligence.

What You'll Be Doing (Responsibilities):

  • Become an expert on the Forethought AI platform and related solutions - serve as key point of contact for clients after the product implementation phase
  • Continuously acquire deep product knowledge and learn new technologies
  • Troubleshoot and resolve technical and business questions related to general product knowledge, implementation, training, software configuration, individual user issues and other Forethought related questions, while meeting our SLA’s and quality goals
  • Assist with product maintenance requests such as machine learning model improvements and adjustments
  • Communicate with customers in the support portal or video conferencing sessions, clearly explaining solutions and providing advice on specific capabilities of the Forethought platform
  • Collaborate with product and engineering teams to report issues/bugs, prioritize fixes, develop solutions for our customer’s challenges, and share technical support trends
  • Participate in a rotating on-call schedule for emergency technical support assistance
  • Assist in enhancing our knowledge base and help center content based on customer support trends
  • Collaborate with CX to help provide support trends/insights for QBRs

Who You Are (Skills):

  • 2-5 years of experience
  • Strong analytical and troubleshooting skills, familiar with common monitoring and logging systems (Kibana and Sentry.io preferred)
  • Strong verbal and written communication, including active listening, conflict resolution & customer empathy
  • Skilled in technical writing, have experience contributing to knowledge bases or product documentation
  • Strong understanding of databases (Elasticsearch and SQL familiarity preferred) and experience leveraging BI/analytics tool sets (Looker preferred)
  • You’re able to collect, analyze, and make business recommendations with data
  • Proficiency with python, bash, javascript, or other programming languages
  • Experience utilizing and troubleshooting API's. Comfortable interpreting and leveraging API documentation
  • Experience working in Zendesk (preferred) and/or Salesforce. You’re able to keep track of the many different cases you’re handling and you provide frequent updates to customers.
  • Understanding of machine learning fundamentals
  • Enjoy having autonomy while actively seeking out your team for advice and solutions where needed
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