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Technical Support Engineer I

Observe.AI

Observe.AI

IT, Customer Service
West Coast, New Zealand
Posted on Tuesday, July 2, 2024
About Us
Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.
Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Our recent $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.
Be part of the Contact Center Industry Disruption with Observe.AI
The Opportunity
As a Technical Support Engineer atObserve.AI, you will help create a world-class customer experience for our customers which in turn will make them raving fans of the product. Through your technical expertise and experience, you will help drive a “customer first” mindset with every customer interaction. You will prioritize customer requests using our ticket system (Zendesk) and will take lead in creating customer-facing documentation (Zendesk Guide) striving to deflect tickets through proactive knowledge articles. You will use your proficiency in customer service and technical acumen to ensure high-level objectives and KPIs are met. You will also be an active participant in our bottoms-up culture, participating in project planning and scoping best practices for the team.

What you will be doing

  • Provide efficient and accurate technical support forObserve.AI’s product to ensure customer satisfaction
  • Improve deflection rate of engineering-based escalations by increasing support technical acumen and owning engineering tasks over time
  • Become the liaison with Engineering and Product to escalate bugs, outages, and product requests
  • Collaborate with Customer Success, Onboarding, and Product to drive outstanding customer experience
  • Analyze where users are getting stuck and provide potential workarounds + KB articles
  • Proactively identify opportunities to improve team processes
  • Provide support for integrations including Telephony Platform, Web Conferencing, API, Salesforce, and other 3rd party integrations
  • Driving a “customer first” mindset to the team and collaboratorsSelf-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment
  • Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment

Who You Are:

  • 2+ year as a Technical Support Engineer on a B2B SaaS Support team
  • Working technical knowledge of SaaS applications, cloud integrations, and architecture
  • Experience with Customer Support tech stack (i.e. Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, GetFeedback)
  • The ability to prioritize multiple tasks and projects simultaneously while still executing on high-level objectives
  • Excellent verbal and written communication skillsProven track record of demonstrated ability to dive into the weeds and find out solutions
  • Scripting knowledge is good to have

What we Offer:

  • Excellent medical, dental, and vision insurance options
  • Flexible PTO
  • Generous holiday (federal and wellness) recognition and parental leave policies
  • 401K plan to save for your future
  • Remote benefits including a daily meal stipend, WFH stipend, mobile & internet stipend to set you up for success in this remote environment
  • Learning & Development fund to support you in your continuing education journey and professional development
  • Fun events to build culture across the organization
#LI-remote
If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.
We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.
Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Ordinance and other similar state laws and local ordinances, and its internal policy, Observe.AI will also consider for employment qualified applicants with arrest and conviction records.
Compensation, Benefits and Perks
Competitive compensation including equity
Excellent medical, dental, and vision insurance options
Flexible time off
Generous holidays and parental leave policies
401K plan
Learning & Development fund to support you in your continuing education journey and professional development
Fun events to drive towards our culture supporting a community of Connect, Collaborate, Celebrate
Our Commitment to Inclusion and Belonging
Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.
If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.