Senior Support Engineer

Lilt

Lilt

Customer Service
New York, NY, USA
Posted on Saturday, June 1, 2024

About Us

LILT is the leading AI solution for enterprise translations. Our stack made up of our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback enables global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs. With LILT, innovative, category-defining organizations like Intel, ASICS, WalkMe, and Canva are using AI technology to deliver multilingual, digital customer experiences at scale.

While our core AI technology might share similarities with ChatGPT and Google Translate, it's what we do with it that makes LILT truly revolutionary. Our patented Contextual AI Engine goes beyond basic translations, understanding the nuance of our customer's content and target audience to deliver hyper-accurate, business-focused results. Our connector-first approach seamlessly integrates with our customer's existing workflows, and our human-adapted feedback loop ensures continuous improvement, making LILT a constantly evolving AI partner for your global ambitions.

Where You’ll Work

This position must serve US PST working hours. It is based out of our Emeryville, CA office and will be expected to work in the office in a hybrid capacity. LILT will consider candidates in other hubs (US - Indianapolis, Boston, Washington D.C., and UK - London) who can adhere to US PST working hours.

What You’ll Do

As a Senior Support Engineer at LILT, you will spend your time making our customers successful and translators happy by helping to improve our internal tools and processes. You will serve as the primary point of contact for LILT customers and translators to assist in resolving platform and payment issues.

You will collaborate closely with our front-end, back-end, and research teams and leverage your database and scripting abilities, deep technical knowledge of the product, positive attitude, and customer-facing communication skills to provide effective solutions. The daily responsibilities provide you the opportunity to build, fix, and create tools and features that have a direct impact on both internal and external users that depend on our product every day.

This position reports into the Manager, Customer Engineering within the Technical Services department.

Key Responsibilities

  • Own and Resolve Customer Issues End-to-End: This includes being the primary point of contact for addressing platform and payment issues, troubleshooting problems, and providing effective solutions. Work behind-the-scenes with engineering to get mitigation or resolution paths and present them to the customer.

  • Continuous Improvement: Proactively identify areas for improvement based on customer feedback and implement solutions through process creation, knowledge base updates, and suggesting product/service enhancements, including improvements to response time and quality using AI and Chatbots.

  • Teamwork and Leadership: Effectively collaborate with colleagues and potentially mentor junior team members while upholding best practices within the Support Engineering team.

Skills and Experience

Customer Skills

  • Excellent interpersonal and customer service skills

  • Strong critical thinking and problem decomposition to quickly diagnosis and solve issues

  • Effective, proactive communication with customers on issue and incident resolution

  • Ability to research application database, application code and knowledge base and recreate issues to provide customer solutions

  • Ability to identify, create and update processes and procedures in knowledgebase to assist in more efficiently resolving future issues

  • Excellent written English; multilingualism a great asset

Technical Skills

  • Basic command of SQL and database manipulation

  • Command line experience within a Linux environment

  • Basic scripting experience (i.e. Bash, Python, etc.)

Experience & Education

  • 5+ years managing queries from customers in a SaaS or software services setting

  • Proven track record of team leadership and introducing / setting best Support Engineering practices in the team

  • Proven track record of proactive improvement to the product or service offering of the company using customer feedback

  • Deep familiarity with a modern ticketing system and knowledge base (Jira, Zendesk, Freshdesk, etc.)

  • Bachelor’s Degree or equivalent experience in Information Security, Computer Science, Electrical Engineering, or related fields.

Our Story

Our founders, Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone. They were amazed to learn that Google Translate wasn’t used for enterprise products and services inside the company and left to start a new company to address this need – LILT.

At its core, LILT has always been a machine learning company since its incorporation on March 6, 2015. At the time, machine translation didn’t meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, believing that this foundation was imperative to the future of enterprise translation.

Benefits

  • Compensation: At market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidays

  • Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, plus FSA/DFSA, HSA, and Commuter benefits. In addition, LILT pays for basic life insurance, short-term disability, and long-term disability

  • Paid parental leave is provided after 6 months.

  • Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle

LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual’s race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.