Support Engineer

Responsibilities

• Be an expert and evangelist of the Coactive product
• Be the resident support expert and mentor for engineering and Go-To-Market teams
• Lead and execute the resolution of technical issues for customers, including cross-functional collaborations with engineering and customer success
• Create and maintain systems to track customer interactions from identity to resolution
• Create and maintain technical knowledge base to empower customers and internal stakeholders
• Continuously monitor and analyze support needs, identifying opportunities for improvements to product and process
• Maintain clear documentation and streamlined processes to facilitate efficient collaboration
• Occasional travel to customer sites and industry conferences may be required
• Shape best practices and company culture as we grow

• BS (or higher) in Computer Science or related fields, or equivalent professional experience
• 5+ years of providing technical support in a customer facing role (e.g., support engineer, technical support, technical account manager, solutions engineer, etc)
• 3+ years of production-level experience in one of:
  Python, Java, C++, or similar language
• Experience in development, testing and sustaining applications
• Experience in creating processes and knowledge base materials to empower customers
• Experience in working closely with engineering from identification to resolution of customer issues
• Strong analytical and problem-solving skills, with the ability to quickly understand and troubleshoot complex technical issues.
• Ability to prioritize and resolve customer issues promptly to meet or exceed service standards and customer expectations
• Ability to effectively communicate and guide technical and non-technical audiences, whether through ad-hoc slack/email messaging, support calls or in-person customer visits
• Previous experience in a fast-paced startup environment is a plus
• Previous experience in ML/AI related roles is a plus (e.g. Data scientist, ML engineer)

This is a hybrid position based in San Francisco or San Jose, California.

The estimated annual base salary for this position is between $186,000-$220,000.

At Coactive, cash salary is only one part of our total compensation package. Other benefits for this position include, but are not limited to:

• Equity grants
• 100% medical, dental, & vision coverage for you
• Medical, dental, & vision partially covered for your dependents
• Unlimited PTO
• Social events ranging from book clubs, happy hours, and hiking to board game nights and games of Mario Kart.

Further, you can expect a supportive work environment from us. We build products, but we develop people.