Senior Technical Support Engineer


Remote job description

Interested in defining how AI shapes the future of work? Cresta is on a mission to make every knowledge worker 100x as effective, 10x faster and 10x better. Cresta is focused on using AI to help the workforce, not replace them. Cresta uses our patented Expertise AI to uncover expert insights from every conversation and put those insights into action with real-time coaching during customer conversations.

We're growing fast! Spun out of the Stanford AI lab and chaired by Google-X founder Sebastian Thrun, Cresta launched in 2020. Since then, we've grown revenue and our team by 300%! We've assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors and advisors including Andreessen Horowitz, Greylock Partners, Sequoia Capital, Tiger Global, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Porsche, Adobe, and Dropbox and we have been recognized as a startup to watch by Business Insider, Forbes, and Gartner to name a few. We have huge ambitions and are looking for stellar candidates who have an entrepreneurial mindset and are excited to use cutting-edge AI to solve real-world business problems.

We are looking for a Senior Technical Support Engineer (TSE), who is responsible for ongoing triage, investigation and resolution of customer issues. The Senior TSE will be part of the Customer Support team within the Customer Success organization at Cresta.

What will you do:

    • You will work closely with our valued customers to address their complex post sales concerns where analysis of situations requires an in-depth evaluation of many factors
    • You will be responsible for managing the defects and software issues, liaising with solution implementations teams, success teams, engineering and development teams along with customers/partners in accordance with SLAs
    • Apart from resolving the customer issues, you will also work towards providing root cause analysis of the issue by liaising with engineering teams
    • You will cover the 1st level issue analysis and if needed involve engineers for a deeper analysis
    • You will ensure to escalate the issues to the engineering on time by understanding the urgency, impact on the business and triaging complex issues to make it easy for engineering to work
    • Create knowledge base articles and other necessary troubleshooting materials dedicated towards operational efficiencies and also empowering customers/partners in self service
    • Document and maintain all the records of customer/partner communications in CRM
    • Understand and digest technical information and present that in an eloquent manner to customers and partners, pushing the resolution of the issues

What will you bring:

    • 6+ years of total experience with at least 1-2 years of technical support experience
    • 2+ years of developing/debugging in at least one programming language. For example: Frontend development Experience - CSS, HTML, Javascript
    • Excellent communication skills(both written and spoken) and highly proficient in English- able to communicate in a professional, yet personal and empathetic way
    • Knowledge on web frameworks like ReactJS/ElectronJS/NodeJS
    • Capability to troubleshoot browser related issues on Windows (and Mac would be advantage). Especially using the Chrome developer tools and analyzing HTML elements, console output, and network traffic
    • Working knowledge on version control and repositories such as Git would be an added advantage
    • Experience with working on Salesforce, Zendesk as a CRM tool is an added advantage

Company name: Cresta
Remote job title: Senior Technical Support Engineer
Job tags: CSS, Node.js, Version Control Systems

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