Senior Support Engineer

LILT, the leading AI solution for enterprise translations, is seeking a Senior Support Engineer to join their team. This role is crucial in providing top-notch support for LILT's innovative AI-powered translation platform.

As a Senior Support Engineer, you'll be the primary point of contact for LILT customers and translators, resolving platform and payment issues. You'll work closely with front-end, back-end, and research teams to deliver effective solutions. This role requires strong database and scripting abilities, deep technical knowledge of the product, excellent customer-facing communication skills, and the ability to provide feedback on features impacting both internal and external users.

Key responsibilities include:

• Leading incident response for critical platform issues
• Owning and resolving customer issues end-to-end
• Identifying areas for improvement based on customer feedback
• Collaborating with colleagues and mentoring junior team members
• Managing and enhancing internal and external knowledge bases

The ideal candidate will have:

• 5+ years managing enterprise customer tickets in a SaaS or software services setting
• Experience with API integration support and user support for web-based applications
• Basic command of SQL, Linux environments, and scripting (Bash, Python, etc.)
• Excellent interpersonal and customer service skills
• Strong critical thinking and problem-solving abilities

LILT offers competitive compensation, comprehensive medical benefits, paid parental leave, and a monthly lifestyle benefit stipend. This position is based out of the Emeryville, CA office with a hybrid work arrangement, but candidates in other US hubs (Indianapolis, Boston, Washington D.C.) or UK (London) who can adhere to US PST working hours will be considered.

Join LILT and be part of a team that's revolutionizing enterprise translations with cutting-edge AI technology!