About the role:

As a Customer Support Engineer at Private AI, you’ll be an essential part of our commitment to delivering exceptional customer support. In this role, you will serve as the first line of assistance for our customers, helping them overcome challenges and fully leverage our solutions. You’ll be responsible for troubleshooting, managing support tickets, and coordinating issue resolution across teams to ensure our customers receive timely and effective support.

Working closely with our engineering and product teams, you’ll play a critical role in advocating for the customer, ensuring feedback is integrated into product development and enhancement. This position is ideal for a technically skilled individual with a passion for customer service, who enjoys problem-solving and is dedicated to providing a seamless and positive customer experience. If you’re driven by helping customers succeed and thrive in a fast-paced, collaborative environment, we’d love to have you on our team.

Responsibilities:

• Act as the primary point of contact for our customers, responding promptly to inquiries via Hubspot, Slack and email.
• Provide first-level technical support for troubleshooting, including assistance with API usage, connectivity issues, and configuration guidance.
• Ensure smooth issue resolution by gathering all relevant details to replicate, troubleshoot, and resolve reported issues quickly.
• Manage the ticketing system, handling triage and escalation of more complex issues to appropriate technical teams.
• Oversee the ticket lifecycle, maintaining proactive communication with customers and ensuring timely resolutions that enhance customer satisfaction.
• Organize and participate in regular customer check-ins, proactively addressing any challenges and fostering positive customer relationships.
• Work closely with engineering and product teams to resolve customer issues efficiently, contributing to a seamless, customer-centered experience.
• Represent the customer’s voice within the organization, ensuring that critical issues are prioritized and addressed with urgency.
• Gather and communicate customer feedback to the product development team, contributing valuable insights for product enhancements and roadmap decisions.

About You:

• You are comfortable dealing with ambiguity and adapting to new situations with a proactive approach to problem-solving.
• You are a “self-starter” with a strong sense of initiative and accountability, able to work independently and prioritize effectively in a fast-paced environment.
• You are driven and customer-obsessed, with a continuous improvement mindset and a passion for enhancing the customer experience.
• You have a strong technical background, particularly in integration-focused areas such as containers and APIs
• You have excellent written and verbal communication skills, with the ability to convey technical concepts clearly to both technical and non-technical audiences.
• You have experience with self-hosted environments, particularly with Docker, Kubernetes, as well as with AWS EKS/ECS, Azure AKS, or similar containerization and orchestration tools, is highly desirable.
• You have exposure to AWS and Azure configurations, with a solid understanding of cloud support best practices.
• You have demonstrated success in delivering high-quality customer service, particularly with developer-oriented products.
• You have a minimum of 2 years in a technical customer support role, with a proven record of managing and resolving tickets effectively.
• Bachelor’s degree in a technical field (e.g., Computer Science, Information Systems) or equivalent practical experience.