API Support Manager at Symbl.ai
Task details
POSTED
Posted on pro. 27., 2021
STATUS
Accepting applications
DURATION
365 days
VALUE
$130000.00
per year
LOCATION
Remote
TYPE
Full Time
APPLICATIONS
2
Skills Required
- Customer Service
- Machine Learning
- Back-end Development
- Database Development
- Admin Support & Customer Service - Other
- Software Dev, Data & Web - Other
Who you are
- Initiative - you take complete ownership of your tasks and champion efforts to get them to completion.
- Collaborative - your refined communication skills allow you to ensure alignment within and across teams.
- Quality - your obsession with solving problems quickly never sacrifices quality or future scalability.
- Adaptable - you are calm and effective under pressure and able to quickly pivot. You excel at task prioritization and proper evaluation of situational urgency.
- Focused - you know what matters and apply yourself with gusto, continuously exploring how much faster you can learn and execute.
Why we want to meet you
- 7+ years in post-sales, pre-sales, technical support engineering, or similar roles for technical SaaS companies
- Experience with external customer API integrations and integrated system communications through APIs
- You maintain composure in stressful situations, respond to customer needs quickly and effectively, and are comfortable with high levels of ambiguity
- You leverage strong listening skills to effective questions, dive deep, understand the customer’s business priorities, and anticipate the needs
- You communicate technical solutions in a meaningful way for the benefit of internal teams and customer understanding
- You’re comfortable working with ambiguity and have been a part of building out teams and processes at a high-growth startup
- You're excited to set team and cross-functional processes to provide best in class support experiences for our customers, partners and developers
- You work with other product, engineering and sales teams to align and execute on priorities, feedback and make sure the developer and customer issues are resolved within reasonable time.
- You're championed to build & scale a team of Support Engineers that will help enable and scale 24/7 support.
Your tech stack
- Capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS). A good understanding of OOP is necessary.
- Good knowledge of RESTful technology, previous work with APIs, and ability to understand and troubleshoot issues with cloud solutions.
- Understanding and experience in at least two of these stacks - NodeJS, Python, Java/Spring, BONUS: Understanding WebRTC and Telephony systems would be a HUGE plus.
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
What you’ll do
- Advanced technical API integrations support and implementation Identify problem trends through advanced database analysis and take corrective measures with data changes.
- Establish and develop relationships with customers to resolve advanced technical escalations
- Work closely with Product and Engineering teams on identification and ownership of enhancement and bug requests as a customer advocate to influence the product roadmap and improvements
- Work closely with Support and Customer Success team members providing advanced solution technical expertise
- Work closely with internal stakeholders to ensure scheduled targets are met during product implementation, and escalate technical support issues
- Triage and investigate Jira escalations from customer support teams to document and scale solutions
- Collaborate to assist and determine best solutions for product changes that include potential impact to user experience
ABOUT SYMBL.AI
What we do
- We enable builders to quickly and easily deploy Artificial Intelligence and Machine Learning.
- Conversation Intelligence (Conversation AI) enables computers to understand, process, and respond to natural, everyday human conversations. We provide deep tech AI/ML developer tools. Our proprietary patented contextual understanding engine powers real-time and post communication innovations in developer products.
- We move fast, stay aligned, and prioritize connection and growth.
Why you want to meet us
- We are solving the hardest problems of human conversation by building novel and deep tech AI/ML.
- You will have the agency to solve difficult problems creatively, the freedom to explore work that inspires you, and the infrastructure to ensure you’re constantly developing.
- Our culture creates a high-energy and supportive environment with a multitude of growth opportunities, the chance to make your mark, and a team of exceptional colleagues.
Location & hours
- Our intentions for a post-pandemic world are to operate on a flexible hybrid model.
- Considering the uncertain times we are in, there's geographical flexibility with the understanding that you will relocate to Seattle area when it makes sense.
- You're trusted to determine how and when you do your best work.
- You will work with passionate individuals from around the globe which regularly requires a flexible schedule.
Compensation, Perks, and Differentiators:
- Healthcare
- Unlimited PTO
- Paid sick day & holidays
- Continuing education
- Equity and performance-based pay options
- We’re actively innovating how we support our employees.
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