Customer Support Engineer

AI is changing how the world communicates u2014 and LILT is leading that transformation.

We're on a mission to make the world's information accessible to everyone
, regardless of the language they speak. We use cutting-edge AI, machine translation, and human-in-the-loop expertise to translate content faster, more accurately, and more cost-effectively without compromising on brand, voice, or quality.

At LILT, we empower our teammates with leading tools, global collaboration, and growth opportunities to do their best work. Our company virtuesu
2014
Work together, win together;
Find a way or make one;
Dance in the customer's shoes;
Quicker than they expect;
Quality is Job 1u2014guide everything we do. We are trusted by Intel Corporation, Canva, the United States Department of Defense, the United States Air Force, ASICS, and hundreds of global Enterprises. Backed by Sequoia, Intel Capital, and Redpoint, weu
2019re building a category-defining company in a $50B+ global translation market being redefined by AI.

We are looking for a curious and detail-oriented Customer Support Engineer to help our linguists and platform customers get the most out of LILT. You will be the first line of support for platform users, evaluating incoming requests, resolving what you can, and routing what you cannot to the right team. You will also work directly with some of our largest enterprise customers, joining regular customer calls to troubleshoot issues and keep them informed.

This is a full-time, remote role. We are hiring in the Pacific or Mountain time zone (for example Seattle, Portland, Denver, San Diego or Salt Lake City) so you can overlap with our customers and engineering teams.

• Platform support:
  Assist linguists and platform customers with day-to-day platform questions, including running jobs, opening and processing files, and navigating the LILT interface.
• Customer calls:
  Join weekly customer calls, and jump on ad hoc calls when needed, explaining technical issues clearly and following through to resolution.
• Bug triage:
  Investigate and reproduce reported errors, filtering and documenting bugs clearly before escalating to the Engineering team, and communicating feature requests to Product.
• Queue management:
  Handle incoming support requests in a timely manner, meeting SLAs and keeping customers informed throughout.
• Product enhancement requests:
  Document and relay frequent customer pain points or feature suggestions to drive ongoing platform and process improvements.

Localization tooling is a niche. If your background is technically similar but not an exact match, we still want to hear from you!

• 1u20133 years of experience in customer support, technical 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 issues clearly to both end users and technical administrators, including on customer calls.
• An analytical mindset: you dig into problems methodically and know when to escalat.
• Required expertise in:
  • SQL and database management
  • Google Cloud Platform (GCP)
  • REST APIs
  • Authentication and single sign-on (SSO) troubleshooting
• Nice to have:
  • Browser network and debugging tools
  • Datadog
  • Git Hub
  • Yarn for package management

Bacheloru
2019s degree or equivalent experience preferred;
Computer Science, Linguistics or a related field is a plus but not required.

Our founders, Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone. While together at Google, they were amazed to learn that Google Translate wasnu
2019t used for enterprise products and services inside the company.

The quality just wasnu
2019t there. So they set out to build something better. LILT was born.

LILT has been a machine learning company since its founding in 2015. At the time, machine translation didnu
2019t meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, human-in-the-loop systems, and now agentic AI.

With AI innovation accelerating and enterprise demand growing, the next phase of LILTu
2019s journey is just beginning.

• Brand-aware AI that…