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Intento

USA

Posted on: 09 August 2024

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Technical Support Expert

We are experiencing exceptional growth in our customer base. To help us ensure their experience with our platform is productive and pleasurable, we are looking for a customer-oriented, technically-minded individual to play a Technical Expert role in our Customer Success team.
If you consider yourself a Technical Expert with knowledge or experience in the localization industry, you are detail-oriented, analytical, and excited to help customers resolve any problems they may encounter; we want to hear from you!

This is a remote position, and we consider candidates from the US timezone.


About Intento:

Intento is a fast-growing company founded by two PhDs in AI and has gained recognition from industry leaders such as OpenAI and Gartner. With 70+ employees working remotely from locations around the world, our head office is located in California, USA.

Values you can expect from working at Intento:

  • Work in an exciting, fast-paced startup environment where you can personally influence the company's course.

  • Transparency of business strategies.

  • Autonomy, balanced by responsibility.

  • Solving significant industrial problems.

  • Gain first-hand experience deploying solutions to Fortune 500 companies.

  • Get exposed to AI at a unique company while meeting various industry professionals.

RESPONSIBILITIES:

  • Investigating, troubleshooting, and resolving a range of questions and issues escalated from the first line support

  • Configuring misc in-house TMS systems

  • Taking ownership of customer needs by following up with tickets and escalating internally where necessary

  • Escalating and triaging technical issues with Development and Product teams

  • Building and augmenting our internal Knowledge Base and external resources so that reoccurring solutions are documented to enhance the quality of our customer responses and reduce resolution time

  • Performing other operational and administrative support as requested by the business

  • From time to time, acting as front-line for incoming support requests

  • Demonstrating leadership and autonomy in resolving complex technical problems, including escalations to the Development and Product teams

ABOUT YOU:

The ideal candidate must be self-motivated and able to operate autonomously in a dynamic environment. The ideal candidate must have experience working in geographically dispersed and culturally diverse teams.

  • Supportive and eager to help

  • 3+ years in 2nd line SAAS customer support (localization/software/systems integrations/cloud solutions preferred)

  • Fluent written and spoken English (Upper-Intermediate as a minimum); other languages are a plus

  • Degree or undergraduate degree (CS/EE preferred)

  • Experience with the following: HTML, HTTP, RESTful API, SQL, CURL

  • Self-starter with a sense of accountability but yet a team player

  • Ability to think on your feet and find fast or lateral solutions to technical issues

  • Willingness to learn and adapt

  • Ability to convey technical information effectively and analyze technical issues

  • Excellent analytical and exceptional customer service skills necessary

  • Flexible to be on-call via company-provided tools to respond to high-severity customer issues during non-standard business hours

  • Remote work experience

Preferably:

  • Solid understanding of continuous localization processes (Preferable)

  • Extensive knowledge and configuration experience of SDL Trados, memoQ, or other Translation Management Systems

  • Scripting or programming language knowledge (to automate repeating routines) is a plus

Tags

api
saas
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