Technical Support Engineer
Company Overview: Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.
Aisera has received numerous recognitions, including Leader in the 2024 Gartner Magic Quadrant™ for Artificial Intelligence Applications in ITSM, FastCompany Best Workplaces for Innovators, Inc 5000 Award for Fastest Growth, Forbes AI50, EY Entrepreneur of the Year 2023, CNBC Upstart 100 Top Startup, Gartner Cool Vendor, Red Herring Top 100 Global Innovator, CIO Innovation Startup Award, CIO Review Top ITSM Solution, and Silicon Review 50 Most Admired Companies..
We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other. Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.
Role Overview: A Technical Support Engineer is a problem-solving expert dedicated to maintaining and improving the functionality of our products. The ideal candidate will not only have technical prowess but also possess a customer-centric mindset to provide quick and effective solutions, maintaining a high level of customer satisfaction. This role requires to work from 6:30 PM to 3:30 AM IST hours.
Key Responsibilities:
- Resolve customer questions or problems in system configuration/setup and product functionality, including fixes or enhancements.
- Serve as the primary support liaison between the Company and customers.
- Provide excellent technical and customer service; strong communication skills are required.
- Troubleshoot complex technical issues by performing product testing and customer issue replication.
- Contribute towards the achievement of team goals and objectives.
- Work directly with sustaining engineering and development teams to resolve complex issues.
- Share feedback with product and engineering teams regarding product supportability and customer pain points.
- Assist other Technical Support Engineers with difficult and complex issues, fostering a collaborative environment.
- Perform other job duties as directed by leadership.
Preferred Experience/Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 8+ years of experience in a technical support role, preferably in a SaaS environment.
- Strong understanding of REST APIs and experience in troubleshooting API-related issues.
- Proficiency in scripting languages (e.g., Python, JavaScript, Bash) for automating tasks and processes.
- Knowledge of security standards (authentication/authorization) & practices including OAuth, SAML, and SSO.
- Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and customer support tools.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong communication skills to explain technical concepts to non-technical users.
- Familiarity with cloud computing platforms (e.g., AWS, Azure).
- Knowledge of Generative AI and Prompt Engineering is a plus.
Required Skills:
- Excellent interpersonal and communication skills.
- Excellent time management, decision making, and organizational skills.
- Strong technical troubleshooting skills.
- Strong knowledge of networking and scripting.
- Ability to work well with others as part of a team.
This role is crucial for ensuring that our products meet the highest standards and that our customers receive unparalleled support and satisfaction.
