Customer Support Engineer

The role

You will provide platform support to linguists and customers by resolving requests and troubleshooting issues. You will also perform bug triage, join customer calls, and document product enhancement requests.

What you will do

• Assist linguists and platform customers with day-to-day platform questions
• Join weekly and ad hoc customer calls to explain technical issues
• Investigate and reproduce reported errors
• Filter and document bugs before escalating to Engineering
• Communicate feature requests to Product
• Handle incoming support requests in a timely manner to meet SLAs
• Document and relay frequent customer pain points or feature suggestions

Required qualifications

• 1–3 years of experience in customer support, technical support, localization support or similar customer-facing roles
• Comfortable working with technical products and learning new tools quickly
• Strong written and verbal communication skills
• Analytical mindset
• SQL and database management
• Google Cloud Platform (GCP)
• REST APIs
• Authentication and single sign-on (SSO) troubleshooting

Nice to have

• Browser network and debugging tools
• Datadog
• GitHub
• Yarn for package management
• Bachelor’s degree or equivalent experience
• Computer Science, Linguistics or a related field

About the company

LILT is a machine learning company that uses AI, machine translation, and human-in-the-loop expertise to translate content. The company aims to make the world's information accessible to everyone regardless of language.