Technical Support Expert

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