API Support Manager at Symbl.ai

Who you are

• Initiative - you take complete ownership of your tasks and champion efforts to get them to completion.
• Collaborative - your refined communication skills allow you to ensure alignment within and across teams.
• Quality - your obsession with solving problems quickly never sacrifices quality or future scalability.
• Adaptable - you are calm and effective under pressure and able to quickly pivot. You excel at task prioritization and proper evaluation of situational urgency.
• Focused - you know what matters and apply yourself with gusto, continuously exploring how much faster you can learn and execute.

Why we want to meet you

• 7+ years in post-sales, pre-sales, technical support engineering, or similar roles for technical SaaS companies
• Experience with external customer API integrations and integrated system communications through APIs
• You maintain composure in stressful situations, respond to customer needs quickly and effectively, and are comfortable with high levels of ambiguity
• You leverage strong listening skills to effective questions, dive deep, understand the customer’s business priorities, and anticipate the needs
• You communicate technical solutions in a meaningful way for the benefit of internal teams and customer understanding
• You’re comfortable working with ambiguity and have been a part of building out teams and processes at a high-growth startup
• You're excited to set team and cross-functional processes to provide best in class support experiences for our customers, partners and developers
• You work with other product, engineering and sales teams to align and execute on priorities, feedback and make sure the developer and customer issues are resolved within reasonable time.
• You're championed to build & scale a team of Support Engineers that will help enable and scale 24/7 support.

Your tech stack

• 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 at least two of these stacks - NodeJS, Python, Java/Spring, BONUS: Understanding 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. 

What you’ll do

• Advanced technical API integrations support and implementation Identify problem trends through advanced database analysis and take corrective measures with data changes.
• Establish and develop relationships with customers to resolve advanced technical escalations
• Work closely with Product and Engineering teams on identification and ownership of enhancement and bug requests as a customer advocate to influence the product roadmap and improvements
• Work closely with Support and Customer Success team members providing advanced solution technical expertise
• Work closely with internal stakeholders to ensure scheduled targets are met during product implementation, and escalate technical support issues
• Triage and investigate Jira escalations from customer support teams to document and scale solutions
• Collaborate to assist and determine best solutions for product changes that include potential impact to user experience

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.

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.
• You're 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 day & holidays
• Continuing education
• Equity and performance-based pay options
• We’re actively innovating how we support our employees.