Designated Technical Support Engineer - Central/East

Role overview Act as a dedicated technical support partner for enterprise customers using a workplace knowledge and AI product. This role covers ongoing account support, investigation of technical issues, customer configuration and education, and coordination with internal teams to resolve incidents and improve service quality.

Responsibilities - Prioritize and manage proactive and reactive support for assigned customers, providing timely responses and regular updates. - Meet with customers to review issues, agree on resolution plans, and identify ways to improve support. - Troubleshoot customer questions and technical problems, taking ownership through resolution and follow-through. - Assist with configuring and validating content sources and product features, and help customers understand how to use them. - Keep customer-specific runbooks and knowledge articles current, and document issues for the support knowledge base. - Coordinate customer-impacting alerts with customer administrators and internal teams, and contribute to support and product improvements.

Requirements - Experience troubleshooting REST API issues. - Working knowledge of SSO, SAML, OAuth, and network troubleshooting. - Ability to document issues clearly and contribute to shared support materials. - Strong customer communication and issue coordination skills, including providing updates through resolution.

Nice to have - Knowledge of SQL or databases, basic Kubernetes, or intermediate to advanced Linux. - Experience with GitHub, Jira, or Confluence. - Basic understanding of large language models and GPT-style systems.

Benefits and work setup - Remote role that may require flexible working hours. - Annual base salary range: USD $120,000–$170,000, depending on location, level, relevant skills, and experience. Some roles may include variable compensation or equity. - Benefits include medical, vision, and dental coverage, paid time off, a 401(k) plan, home-office, education, and wellness stipends, and company events. The source also mentions healthy lunches.