Support Engineer

• Diagnose, troubleshoot, and resolve technical issues related to Generative AI workflows and integrations.
• Respond to customer inquiries via CRM tools, email, and other support channels, providing clear and timely solutions.
• Escalate complex issues to engineering or product teams while maintaining ownership of customer communication.
• Deliver a high-quality customer experience by empathizing with customer needs and ensuring their success with our solutions.
• Proactively identify opportunities to enhance customer adoption and usage of Generative AI capabilities.
• Act as a trusted advisor, helping customers align product capabilities with their business processes.
• Apply a process-oriented approach to streamline technical support workflows, ensuring consistent issue resolution and tracking.
• Document common issues and solutions in a knowledge base to empower customers and internal teams.
• Identify recurring issues and collaborate with Product and Engineering teams to improve system performance and reliability.
• Understand customer workflows and business processes to provide tailored recommendations and solutions.
• Collaborate with customers to ensure that Generative AI solutions integrate seamlessly into their existing workflows.
• Provide technical guidance on designing and optimizing cross-enterprise workflows using Generative AI.
• Leverage CRM tools to manage support tickets, track customer interactions, and ensure accurate documentation.
• Generate reports and insights from CRM tools to monitor support performance and customer satisfaction.

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