API Support Engineer at Symbl.ai

Symbl is growing rapidly and seeking for a Technical Support Engineer, who is expected to provide enterprise-level support to customers and help with Implementation work. An ideal technical support engineer has the ability to research, diagnose, troubleshoot, and resolve the issues to the clients’ satisfaction and work with diverse ecosystems to implement the APIs.

If you’re naturally a helper, enjoys assisting people with issues and able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

We seek developer-oriented technical support engineers with:

• Broad and deep capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS). A good understanding of OOP is necessary.
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
• Understanding and experience in either two of these stacks - NodeJS, Python, Java/Spring, BONUS: Understanding of WebRTC and Telephony systems would be a HUGE plus.
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. Interest in utilizing customer feedback to identify and drive improvements in our products.
• Enthusiasm for interacting and collaborating with other departments within Symbl in your search for the solutions our customers need.
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• Excellence in task prioritization and evaluation of situational urgency.

As Technical Expert, your role includes:

• Use of strong technical and diplomatic skills to address customer issues and provide customer feedback to Symbl’s Product and Engineering teams.
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Be ready to assist our customers when they need us. This position may require working an irregular shift, including weekend.
• Be available to support our customers on holidays to ensure that their needs are met.
• Collaborate with your teammates via Slack, as well as filing JIRAs to report reproducible bugs.
• Review internal knowledge bases to stay current on industry shifts and standards.
• Assist your manager in process improvements by surfacing customer pain points.

You will work with customers in building unique conversation intelligence use cases built over our complex scalable developer platform for conversation-analysis.

ABOUT SYMBL.AI

What we do

• We enable builders to quickly and easily deploy Artificial Intelligence and Machine Learning.
• Conversation Intelligence (Conversation AI) enables computers to understand, process, and respond to natural, everyday human conversations. We provide deep tech AI/ML developer tools. Our proprietary patented contextual understanding engine powers real-time and post communication innovations in developer products.
• We move fast, stay aligned, and prioritize connection and growth.

Why you want to meet us

• We are solving the hardest problems of human conversation by building novel and deep tech AI/ML.
• You will have the agency to solve difficult problems creatively, the freedom to explore work that inspires you, and the infrastructure to ensure you’re constantly developing.
• Our culture creates a high-energy and supportive environment with a multitude of growth opportunities, the chance to make your mark, and a team of exceptional colleagues.

Who we are

• We are a fast-growing, early-stage venture-backed startup.
• We are an internationally distributed, multicultural team of smart, humble, and driven innovators who are constantly leveling up personally and professionally.
• We are alumni of Agora, AWS, Goldman Sachs, Postman, Techstars,and Twillio.
• We champion diversity and strive to create conditions that provide everyone with the opportunity to thrive.

Location & hours

• Our intentions for a post-pandemic world are to operate on a flexible hybrid model.
• Considering the uncertain times we are in, there's geographical flexibility with the understanding that you will relocate to Seattle area when it makes sense.
• We embrace work-life integration. Our culture is one of self-accountability. You are trusted to determine how and when you do your best work.
• You will work with passionate individuals from around the globe which regularly requires a flexible schedule.

Compensation, Perks, and Differentiators:

• Healthcare
• Unlimited PTO
• Paid sick days & holidays
• Continuing education
• Equity and performance-based pay options
• We’re actively innovating how we support our employees.