LILT

Customer Support Engineer

LILT

full-time

Posted on:

Location Type: Hybrid

Location: Indianapolis • United States

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Tech Stack

CloudGoogle Cloud PlatformSQLYarn

About the role

  • Assist linguists and platform-only customers with day-to-day platform questions, including running jobs, opening and processing files, and navigating the LILT interface.
  • Investigate and reproduce reported errors, filtering and documenting bugs clearly before escalating to the Engineering team. Communicating feature requests to Product.
  • Handle incoming support requests in a timely manner, meeting SLAs and keeping customers informed throughout.
  • Document and relay frequent customer pain points or feature suggestions to drive ongoing platform and process improvements.

Requirements

  • Between 1-3 years of experience in customer support, localization support, or similar customer-facing roles.
  • Comfortable working with technical products and learning new tools quickly.
  • Strong written and verbal communication skills so you can explain technical difficulties clearly to both end users and technical administrators.
  • An analytical mindset where you dig into complications methodically and know when to escalate.
  • Required expertise in the following:
  • - SQL & Database Management
  • - Google Cloud Platform (GCP)
  • - REST API
  • - Yarn for package management
  • Nice to have expertise in the following:
  • - Network (Browse debugging tools)
  • - Familiarity with Datadog
  • - Github
  • - Authentication and SSO troubleshooting
  • Bachelor’s degree or equivalent experience preferred; Computer Science, Linguistics, or a related field is a plus but not required.
Benefits
  • Health insurance
  • Professional development opportunities
Applicant Tracking System Keywords

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

Hard Skills & Tools
SQLDatabase ManagementGoogle Cloud PlatformREST APIYarnNetwork debuggingDatadogGithubAuthentication troubleshootingSSO troubleshooting
Soft Skills
customer supportlocalization supportcommunication skillsanalytical mindsetproblem-solvingescalation managementtimely responsedocumentationcustomer relationship managementfeature suggestion