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Technical Support Engineer

Technical Support Engineer

LILT AIIndianapolis, IN, US
12 hours ago
Job type
  • Full-time
Job description

Overview

AI is changing how the world communicates — and LILT is leading that transformation. We're on a mission to make the world's information accessible to everyone, regardless of the language they speak. We use cutting-edge AI, machine translation, and human-in-the-loop expertise to translate content faster, more accurately, and more cost-effectively without compromising on brand, voice, or quality.

At LILT, we empower our teammates with leading tools, global collaboration, and growth opportunities to do their best work. Our company virtues—Work together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1—guide everything we do. We are trusted by Intel Corporation, Canva, the United States Department of Defense, the United States Air Force, ASICS, and hundreds of global Enterprises. Backed by Sequoia, Intel Capital, and Redpoint, we're building a category-defining company in a $50B+ global translation market being redefined by AI.

Where You'll Work

Get the best of both worlds at LILT! Dive into dynamic in-office energy 2 days a week, sparking creativity and forging bonds with your awesome team. Then, seamlessly shift gears and crush your to-do list from the comfort of your home base for the rest of the week. It's the perfect harmony of productivity and personal freedom. This position is based out of our San Francisco, CA office, and will be expected to work in the office in a hybrid capacity.

Authorization to work in the U.S. is a precondition of employment.

What You'll Do

We are seeking a highly motivated and skilled Technical Support Engineer to join our customer support team. As a Technical Support Engineer for the LILT platform, you will work directly with our customers and linguists to help them resolve the issues they face while working with the platform and help LILT improve its AI platform. You will be the face of the company externally when discussing solutions and building relationships with our customers and providing valuable feedback internally to our engineering teams to help improve our products and services. You will collaborate closely with our production and customer success teams and leverage your technical abilities to ensure timely delivery of projects to our customers. The role also provides you the opportunity to build, fix, and create tools and features that have a direct impact on both internal and external users that depend on our product every day. It's a great opportunity to learn a technically complex, customer-oriented product from the inside-out. Every day brings exciting and new challenges!

Responsibilities

  • Be a key source of knowledge on the LILT platform and APIs, the underlying web-stack technologies, and industry-standard integration methods and best practices.
  • Interact regularly with Engineering, Production, and cross-functional management on high-profile technical issues to the product support team.
  • Reproduce customer issues, file bug reports, and coordinate the delivery of fixes.
  • Analyse customer data including log files, stack traces, browser traces and thread dumps.
  • Be an internal product advocate, track product processes and contribute to the platform feeding back feedback and issues you get back from LILT platform users
  • Author knowledge base articles and drive internal knowledge-sharing initiatives.
  • Be prepared to work in a 24x5 shift environment

Who You Are

  • You are creative, courageous and have strong problem-solving capabilities
  • You can adapt to change quickly, while dealing with many varied technical support requests and challenges
  • You are highly technical with an interest in internet technologies and knowledge of technical processes (think SQL / HTML / JavaScript / PHP / Java / Scripting).
  • You are self-driven, flexible, and have the ability to maintain high levels of productivity with minimal supervision; taking accountability for your work and results delivered.
  • You've had exposure to uncertain situations and show a history of dealing with ambiguity successfully
  • You make quick informed decisions under pressure and prioritize appropriately based on urgency, necessity and both internal and external requests.

    • Skills And Experience

  • Excellent customer service and problem solving skills
  • Ability to quickly diagnose, multi-task and resolve customer issues
  • Must be able to research application database, application code and knowledge base and recreate issues to provide customer solutions
  • Effectively communicate with customers as required : keeping them informed of incident progress and maintaining records of customer interactions including actions taken - in written and sometimes in a meeting conference call
  • Must be able to work independently and as a member of a team
  • STEM degree preferred but not required
  • Experience with a monitoring tool like Datadog is required
  • Experience within the localization industry and multiple languages is a plus
  • Experience in a Technical Support team setting (preferably in enterprise application software support) for more than 2 years
  • SQL / Relational Databases - minimum 2-5 years
  • Linux environment and kernel - minimum 2-5 years
  • Scripting (i.e. Bash, Python, etc.) - minimum 2-3 years

    • Benefits

  • Compensation : At market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidays
  • Medical Benefits : Employees receive coverage of medical, dental, and vision insurance, and more. In addition, LILT pays for basic life insurance, short-term disability, and long-term disability
  • Paid parental leave is provided after 6 months.
  • Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • Translation and Localization

    • J-18808-Ljbffr

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