Designated Technical Support Engineer - West
Core
Provide dedicated proactive and reactive technical support for select enterprise customers of the Work AI platform, ensuring high availability and resolution of complex issues.
Role type
Senior Technical Support Engineer (Dedicated Account)
Builds
Customer trust and satisfaction through rapid issue resolution and system health management for enterprise clients.
Domain
Enterprise SaaS / Workforce AI / Knowledge Management
Deliverable
client delivery
Required skills
Technical problem-solving, debugging (logs, stack traces, browser traces), SaaS system integrations, REST API troubleshooting, SSO/SAML/OAuth, network troubleshooting, cloud platforms (GCP/AWS/Azure)
Preferred skills
SQL/database, Kubernetes, Linux, GitHub/Jira/Confluence, LLM fundamentals
Technologies
GCP, AWS, Azure, REST APIs, SSO, SAML, OAuth, Kubernetes, Linux, SQL
Responsibilities
Own proactive and reactive support for designated customers, create and maintain customer-specific runbooks, assist in configuration and verification of new content sources, identify system health issues and execute remediation plans, handle customer-impacting alerts, coordinate with internal teams for product and process improvements.
Seniority
Senior, hands-on IC
