Tier 2, Customer Support Expert (US timezone)

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