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Job Description
Forethought, an AI-native platform for enterprise customer support, is seeking a Technical Support Engineer. This role involves working closely with Customer Success, Customer Support, and Engineering teams to troubleshoot technical issues and optimize processes. The ideal candidate will have a growth mindset and a passion for customer experience.
Responsibilities:
- Become an expert on the Forethought AI platform.
- Troubleshoot and resolve technical and business questions.
- Assist with product maintenance requests.
- Communicate with customers, explaining solutions and providing advice.
- Collaborate with product and engineering teams to report issues and develop solutions.
- Participate in a rotating on-call schedule.
- Enhance knowledge base and help center content.
- Collaborate with CX to provide support trends/insights for QBRs.
Requirements:
- 2-5 years of experience.
- Strong analytical and troubleshooting skills.
- Familiarity with monitoring and logging systems (Kibana and Sentry.io preferred).
- Strong verbal and written communication skills.
- Skilled in technical writing.
- Understanding of databases (Elasticsearch and SQL familiarity preferred).
- Experience leveraging BI/analytics tool sets (Looker preferred).
- Proficiency with Python, Bash, JavaScript, or other programming languages.
- Experience utilizing and troubleshooting APIs.
- Experience working in Zendesk (preferred) and/or Salesforce.
- Understanding of machine learning fundamentals.
Forethought offers:
- Equity in a hyper-growth startup.
- Opportunity to define a new market within AI.
- Ability to solve challenging problems with a world-class team.
- A low ego company culture.
- A distributed team with a flexible approach to work.
- Health Insurance
- Work-laptop (Macbook pro)
- Paid maternity, paternity & parental leave
- Company wide wellness days
