Conversica

Support Engineer

• Troubleshoot and diagnose non-standard and complex technical issues using internal tools, SQL queries, and external resources.
• Engage with customers, partners, and internal contacts via email, phone, and live chat to deliver a next-level support experience.
• Serve as the primary escalation point for Tier 1, handling escalated tickets with professionalism and empathy.
• Triage and escalate bug and problem tickets to Product and Engineering, including reproducing issues, documenting root causes, and recommending potential fixes.
• Proactively communicate escalations, outages, and their business impact to leadership and affected stakeholders.
• Partner with Product, Engineering, and Customer Success teams on high-priority tickets and systemic product improvements.
• Cultivate a deep knowledge of Conversica’s software and mentor Tier 1 support staff, sharing knowledge and coaching on advanced troubleshooting.
• Analyze ticket trends, conduct root cause analysis, and propose long-term solutions to prevent repeat issues.
• Document ticket notes and customer interactions thoroughly and accurately in the support ticketing system.
• Write and contribute content to the knowledge base, including advanced troubleshooting guides and escalation playbooks.
• Assist customers with navigation and troubleshooting as needed, but primarily focus on resolving complex and escalated issues.
• Apply account optimizations and customizations submitted internally by the Customer Success team.

Senior Technical Support Specialist

Customer Success Manager

• Conversica is transforming the way businesses connect with their customers through AI-powered engagement solutions — and we’re looking for a Customer Success Manager (CSM), Enterprise to play a key role in that mission, ensuring measurable ROI and long-term success with Conversica.
• You’ll partner with executives, lead strategic conversations, and manage renewals and expansions that drive growth for both our customers and Conversica; collaborate across Sales, Product, and leadership to deliver an exceptional customer experience and strengthen lasting partnerships.

Customer Success Manager, Enterprise

Account Executive

• We’re looking for a high-performing Account Executive to drive net-new business growth in our Automotive vertical, targeting mid-market dealer groups with 5–25 rooftops. If you have deep experience selling into the automotive industry, strong existing relationships, and a passion for helping dealerships succeed through innovative AI-driven solutions, we want to meet you.
• This is a quota-carrying role focused primarily on new business acquisition (80%), with additional opportunities to expand existing relationships (20%). You’ll partner closely with our Manager, Automotive Vertical and a small, dedicated team of Customer Success Managers to deliver value and drive adoption.

Senior Technical Support Specialist

Customer Success Manager, Enterprise

Account Executive, Automotive Vertical