Technical Support Engineer

GreenDot Digital is looking for a strong Technical Support Engineering for an exciting Silicon Valley AI startup. Bangalore is the prefered location, but remote working will also be considered for the right candidate.

The Support Engineer is primarily responsible for providing technical support to customers by troubleshooting and resolving technical issues related to their data protection solutions, collaborating with engineering teams to identify root causes, and creating self-service knowledge base articles to enhance customer experience, all while maintaining a high level of customer satisfaction

Key responsibilities:

Troubleshooting and Issue Resolution:

Diagnosing and resolving technical issues reported by customers, including  creating/troubleshooting automation scripts, performance, and GenAI prompt related problems.

Customer Interaction:

• Engaging with customers via phone, email, and ticketing systems to understand their issues, provide timely updates, and guide them through troubleshooting steps
• Maintain the expected CSAT/NPS/TTR/TTFR
• Engage with select enterprise customers proactively and be part of their automation team by helping them review their automation code

Technical Expertise:

• Possessing in-depth knowledge of technologies like automation, GenAI, AWS, Azure, networking, and basics of how integration with various 3rd party tools like Oracle/SFDC/SAP/RestAPIs work
• Understanding of various troubleshooting tools like Datadog/Jam.Dev/InterCom is a plus

Collaboration with Engineering:

• Working closely with engineering teams to report bugs, provide feedback on product improvements, and contribute to solution development
• Responsible for KPIs on reducing the incoming cases per customer by improving the serviceability of the product

Collaboration with Post Sales Team:

• Working closely with Post Sales team to review the process code and suggest improvements

Knowledge Base Development:

• Creating and maintaining comprehensive documentation in the knowledge base to enable self-service troubleshooting via GenAI by customers
• Responsible for KPIs on reducing the incoming cases per customer and improving the deflection rate

Proactive Monitoring:

• Monitoring customer environments for potential issues and taking preventative measures to minimize disruptions
• Proactively identify the run failures and resolve the failures

Mentorship and Training:

• Providing guidance and support to other support engineers within the team

Required Skills and Qualifications:

• Strong understanding of Automation
• Experience with GenAI concepts, such as Prompt Engineering, reducing Hallucinations
• Excellent problem-solving and analytical skills to diagnose complex technical issues
• Exceptional communication and customer service skills to effectively interact with customers
• Ability to work independently and as part of a team
• Familiarity with scripting languages (e.g., Python, Bash)

What we expect from you (must have):

• 5+ years of technical experience (Development; QA; Technical Support)
• B.S. in Computer Science/or equivalent degree

Work Hours:

• We provide 24x7 support; You work based on a fixed work shift and may be required to work Monday to Friday depending on the organization needs. Weekend shift needed once every month
• Stand by on weekend or holiday as per customers demand although it may not be frequent

This will be a remote position or can be in person in Bangalore