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Support Engineer, Customer Success

Posted about 1 month agoViewed

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💎 Seniority level: Lead, Extensive background in leading and executing Customer Support

📍 Location: US, US Eastern Time zone, NOT STATED

🔍 Industry: Financial Services, AI, ML, LLM

🏢 Company: ValidMind👥 11-50💰 $8,100,000 Seed 11 months agoArtificial Intelligence (AI)Financial ServicesBankingMachine LearningRisk ManagementInformation TechnologyInsuranceSoftware

🗣️ Languages: English

⏳ Experience: Extensive background in leading and executing Customer Support

🪄 Skills: AWSPythonData AnalysisJavascriptAzureDocumentationTechnical supportCustomer support

Requirements:
  • Extensive background in leading and executing Customer Support.
  • Exposure to AI Model Development & Model Risk Management (MRM).
  • Excellent communication, interpersonal, and problem-solving abilities.
  • Strong analytical skills and a data-driven mindset.
  • Familiarity with maintaining ticketing systems and integrations.
  • Experience with Generative AI and LLMs.
  • Familiarity with Python/R, Jupyter Notebooks, ZenDesk, & Notion.
  • Experience with cloud deployments including AWS, Azure, Google Cloud, etc.
Responsibilities:
  • Lead & maintain oversight, staffing, and direct management of customer support tickets.
  • Troubleshoot technical issues or questions reported by customers.
  • Perform root cause analysis for production errors and recommend improvements.
  • Maintain operations related to the ticketing system.
  • Identify and resolve problems to improve software stability.
  • Create and maintain knowledge management systems for documentation.
  • Provide technical support and troubleshooting to customers.
  • Handle escalations to higher-level support as needed.
  • Generate reports and analyze data to identify trends.
  • Manage additional support staff for 24x7x365 coverage.
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