Job description

The Technical Support Team is focused on delivering great customer experiences to customers using Eightfold.ai products. The Senior Technical Support Engineer role provides direct support to business leaders, hiring managers, and recruiters leveraging Eightfold.ai products to hire top talent. The Senior Technical Support Engineer is responsible for managing and resolving challenging issues for Eightfold.ai customers and helps to ensure that SLAs are met. This includes developing subject matter expertise within the customer success department and collaborating with other team members. The successful candidate will be able to quickly gain an understanding of the Eightfold.ai products, platform, API, and internal applications. You will work on developing and maintaining internal support tools. This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills.

What You'll Do

Assist customers in solving problems related to Eightfold.ai product features, usability, technical issues, and product performance, including participation in all aspects of pre-sale, customer onboarding/development, diagnosing/resolving technical issues, and escalation support
Develop processes around Salesforce and other tools to deliver world-class customer support
Work closely with engineering to translate customer feedback into potential fixes/enhancements
Achieve team targets for response times, service level, and customer satisfaction, as established by the Manager of Customer Support
Collaborate with team members across Technical Services, Customer Success, Product, Marketing, and Engineering as needed to resolve issues and deliver great customer experiences
Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders including your Manager, the Product Team, Technical Services, and Customer Success
Maintain and create detailed documentation through logging of support cases, email, and knowledge base articles for the customer and internal use
Work on projects that provide value to the department, Eightfold.ai and customers

What We Need

Minimum of 5 years of experience in a Technical Support role
Expert level knowledge in SQL, Debugging, Troubleshooting APIs,
Familiarity with at least one Programming language
Excellent communication skills and the ability to articulate complex technical issues in a customer friendly manner
Strong customer focus and ability to deliver great customer experiences
A track record of meeting and exceeding KPIs and working well in team-based settings
Strong troubleshooting and problem-solving skills
High personal productivity and excellent time management

Preferred Qualification

Experience in a B2B supporting an Enterprise or SaaS-based application experience preferred
Familiarity with applicant tracking systems, human resources, recruiting, employer branding, and the online recruitment advertising space

Required profile