LILT

Technical Support Engineer

LILT

contract

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Tech Stack

LinuxPythonSQL

About the role

  • Be a key source of knowledge on the LILT platform and APIs, the underlying web-stack technologies, and industry-standard integration methods and best practices.
  • Interact regularly with Engineering, Production, and cross-functional management on high-profile technical issues to the product support team.
  • Reproduce customer issues, file bug reports, and coordinate the delivery of fixes.
  • Analyze customer data, including log files, stack traces, browser traces, and thread dumps.
  • Be an internal product advocate, track product processes, and contribute to the platform, feeding back feedback and issues you get back from LILT platform users
  • Author knowledge base articles and drive internal knowledge-sharing initiatives.
  • Be prepared to work in a 24x5 shift environment

Requirements

  • 2+ years of experience in Technical Support team setting (preferably in enterprise application software support)
  • Excellent customer service and problem-solving skills
  • Ability to quickly diagnose, multi-task and resolve customer issues
  • Must be able to research the application database, application code, and knowledge base, and recreate issues to provide customer solutions
  • Must be able to work independently and as a member of a team
  • STEM degree preferred but not required
  • Experience with a monitoring tool like Datadog is required
  • Experience within the localization industry and multiple languages is a plus
  • SQL/Relational Databases - minimum 2-5 years
  • Linux environment and kernel - minimum 2-5 years
  • Scripting (i.e. Bash, Python, etc.) - minimum 2-3 years
Benefits
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLRelational DatabasesLinuxBashPythonAPIsweb-stack technologiesbug reportingdata analysiscustomer issue diagnosis
Soft Skills
customer serviceproblem-solvingmulti-taskingindependent workteam collaborationcommunicationknowledge sharingadvocacy