Technical Support Engineer

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 the following: 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.

Our seasoned founding team has led companies through several prior successful startups and acquisitions. 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.

The Role: 

At Aisera, we’re building a world-class Customer Support team, where each individual loves to move fast, be challenged, and is obsessed with making our customers wildly successful. You will partner closely with internal teams to help bridge business and technology, helping customers realize the art of the possible with cutting-edge Conversational AI.

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. Your job is to handle the issues and service requests our customers submit with an eye to solve challenges once so they do not re-occur. You will handle all incoming Technical support requests across our product line, customer list and technology stack to deliver business outcomes with high satisfaction. You’ll be expected to be resourceful, a selfless team player, and regularly go above and beyond your “day job”. The upside is that this is a highly visible role with unbound growth opportunities.

This role is based out of our Palo Alto, CA office, and an Onsite interview is required as part of the process (with some flexibility to WFH).

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.

Qualifications:

• 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.
• Excellent interpersonal and communication skills.
• Strong technical troubleshooting skills.
• Ability to work well with others as part of a team.
• Bachelor’s or higher degree in computer science, engineering, or related technical field

Preferred Qualifications:

• Excellent time management, decision making, and organizational skills.
• Strong knowledge of networking and scripting.

Aisera is Global and our success draws upon the diverse viewpoints, skills and experiences of our employees. We are proud to be an equal opportunity employer and are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.