echojobs.io
Login

Eightfold AI

Lead Technical Support Engineer - Ireland (Remote)

Remote Ireland
API SQL
Search for More Jobs Talk to a recruiter now 💪
Description
This opening is 100% Remote within Ireland

About our Team
The Global Customer Experience team directly impacts customer satisfaction and success.  This team embodies the critical intersection of technical expertise and a focus on customer satisfaction. Our team works closely with Product, Engineering, Sales and other teams to ensure we are delivering the best possible support to our customers.   This is a customer-facing role requiring you to leverage your best skills to build relationships with our most critical customers. 

You will triage and solve critical customer issues and independently work to find viable solutions.  In the Staff TSE role- you will be the most senior member of our team.  You will learn to be an SME and gain an expert understanding of all Eightfold products, advanced ML platform, APIs, and develop internal support tools. 
  
What about the AI?    
You will also partner with a world-class Support Automation Team to help identify and implement cutting-edge GenAI capabilities to help transform the experience for Eightfold Customers. It includes proactively identifying trends that are customer{s) specific and working with Support Automation Team to help enable a broader team with GenAI capabilities that uses AI and LLMs to understand an issue, identify potential troubleshooting paths and allow co-pilots to recommend/guide TSE’s to help resolve a customer issue and ultimately improve our SLAs.

Responsibilities
  • Assist customers in solving problems related to Eightfold.ai product features, usability, technical issues, and product performance. 
  • Investigate customer escalations, lead technical calls with customers, and handle high-priority customer issues. Always delivering world-class customer support.
  • Debug and Implement bug-fix.
  • Define process improvements. Help to improve customer sentiment. 
  • You will contribute to product growth and enhancements and liaise between Customers and Engineering.
  • Partner with Engineering to translate customer feedback into fixes/enhancements
  • Participate in pre-sales, customer onboarding/development, diagnosing/resolving technical issues, and escalation support.
  • Ensure smooth product deployments and timely resolution of technical problems during Pilot and Go-live phases of product deployment. Support during adoption and the rest of the contract life.
  • Achieve team targets for response times, service level, and customer satisfaction.
  • Collaborate with Customer Success, Product, Marketing, and Engineering teams to help resolve issues and deliver great customer experience. 
  • 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 support cases, email, and knowledge base articles for the customer and internal use. Update and improve product documentation.
  • Work on projects that provide value to the department, Eightfold.ai, and customers

Qualifications
  • Minimum of 6-10+  years of experience in a Technical Support role for enterprise SaaS software or AI products.
  • Decent scripting or coding skills
  • Experience with Database, SQL, ETL, and Data Transformation
  • Experience with SaaS Solutions and Cloud Technology
  • Excellent Debugging, Troubleshooting, API integrations, Programming, and Support Engineering
  • 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
  • Outstanding written and verbal communication skills
  • Expert-level troubleshooting and problem-solving skills
  • High personal productivity and excellent time management
  • Demonstrated ability to troubleshoot technical issues and implement bug-fix.
  • Strong knowledge and experience with Database management, SQL, ETL, and Data Transformation
  • Ability to coach/mentor other team members

Preferred Qualifications
  • Proficient in at least one programming/scripting  language
  • Bachelor’s degree in Computer Science, Engineering or Information Technology
  • Passion for AI technology
Eightfold AI
Eightfold AI
Artificial Intelligence (AI) Business Intelligence Human Resources Information Technology Recruiting SaaS

0 applies

48 views

Jobs from our Partners

Other Jobs from Eightfold AI

Software Engineer

Remote Bengaluru, India

Senior Engineer

Remote Bengaluru, India

Similar Jobs

Associate Engineer

Remote Hyderabad, India

Software Engineer III

Bengaluru, India

Senior Software Engineer (R-16277)

Hyderabad, India Remote Hybrid

There are more than 50,000 engineering jobs:

Subscribe to membership and unlock all jobs

Engineering Jobs

50,000+ jobs from 4,500+ well-funded companies

Updated Daily

New jobs are added every day as companies post them

Refined Search

Use filters like skill, location, etc to narrow results

Become a member

🥳🥳🥳 264 happy customers and counting...

Overall, over 80% of customers chose to renew their subscriptions after the initial sign-up.

Cancel anytime / Money-back guarantee

Wall of love from fellow engineers