We are looking for a motivated and technically minded
Technical Support Specialist to join our team in New York City. In this role, you will serve as the first point of contact for our client's users, helping them navigate technical challenges and ensuring they get the most value out of our platform.
This is an ideal role for a recent graduate or early-career professional looking to launch a career in technical product support, customer success, or solutions engineering. You will gain deep exposure to AI-as-a-Service (AIaaS) concepts, database management, and enterprise SaaS workflows.
What You Will Do- Front-Line Support: Act as the primary point of contact for client users, managing incoming inquiries via email, chat, and ticketing systems.
- Troubleshooting: Diagnose and resolve technical issues related to the EvolutionIQ platform; replicate bugs and work with the Technical Engagement Management and Solutions Engineering team to escalate complex problems.
- Client Education: Translate complex technical concepts into clear, easy-to-understand explanations for non-technical users.
- Data Analysis: Use SQL to query databases and investigate data discrepancies to resolve client support tickets.
- Workflow Optimization: Utilize tools like Zendesk and Salesforce to track issues, document solutions, and contribute to our internal knowledge base.
- Product Feedback: Be the "voice of the customer" by gathering user feedback and trends to share with the Product and Engineering teams.
Who You Are- Education: You hold a Bachelor's degree, preferably in Computer Science, Information Systems, Engineering, or a Business discipline (Finance, Accounting, etc.).
- Experience: You are fresh out of a top program and ideally 1-2 years of professional experience. Previous internships in tech support, IT, or client services are a strong plus.
- Communications: You possess excellent written and verbal communication skills. You can write a professional email and speak confidently with clients.
- Tech-Savvy: You have a firm grasp of technical support workflows and a strong interest in AI technologies and SaaS business models.
- Problem Solving: You enjoy digging into a puzzle and don't stop until you find the solution.
Technical SkillsRequired:- Understanding of AI-as-a-Service (AIaaS) concepts.
- Basic to Intermediate proficiency in SQL (selects, joins, basic data manipulation).
- Familiarity with CRM and Ticketing platforms (specifically Salesforce and Zendesk).
Preferred:- Experience with ServiceNow is a plus.
- Experience with API testing tools (like Postman) or basic scripting (Python/JS).
Work-life, Culture & Perks: - Compensation: The base salary range is 75-95K, with flexibility depending on a candidate's background and experience. An annual bonus plan is also included in our compensation package.
- Well-Being: Medical, dental, vision, short & long-term disability, life insurance and AD&D, and 401k matching. Additional family, wellness, and pet benefits.
- Home & Family: Paid time off and sick leave, 100% paid parental leave (16 weeks for primary caregivers and 12 weeks for secondary caregivers). We offer a flexible schedule for new parents returning to work.
- Office Life: Catered lunches, happy hours, pet-friendly spaces, and monthly technology stipend.
- Growth & Training: $1,000/year for each employee for professional development, as well opportunities for tuition reimbursement.
- Sponsorship: We are open to sponsoring candidates currently in the U.S. who need to transfer their active visa. Please check with our Recruiting team if your visa is applicable for transfer.
