Technical Support Engineer

7 days ago

Old Toronto, Canada Django Rest Framework Full time
Forethought is hiring a
Remote Technical Support Engineer

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

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

Salary and compensation

No salary data published by company so we estimated salary based on similar jobs related to Python, API and Engineer jobs that are similar:

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