Designated Technical Support Engineer - West

Role overview Serve as a dedicated technical support partner for enterprise customers using a workplace knowledge and AI product. You will manage incoming issues and proactive account support, help customers configure integrations and features, and coordinate with internal teams to resolve technical problems and improve the service experience.

Responsibilities - Prioritize and own proactive and reactive support for assigned customers, providing timely responses and clear progress updates. - Meet with customers to review open issues, agree on resolution plans, and identify opportunities to improve support. - Investigate customer questions and technical problems, following them through to resolution. - Help configure, set up, and validate content sources and product features; explain how customers can use them effectively. - Maintain customer runbooks and knowledge articles, and document issues for the support knowledge base. - Coordinate responses to customer-impacting alerts and work with internal teams to improve support processes and product quality.

Requirements - Experience troubleshooting REST API issues. - Practical knowledge of SSO, SAML, OAuth, and network troubleshooting. - Ability to document issues thoroughly and contribute to shared support guidance. - Strong customer communication and coordination skills, including the ability to keep customers informed during investigations.

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

Benefits and work setup - Remote role that may require flexible working hours. - Annual base salary range: USD $143,000–$170,000, with compensation depending on location, level, 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.