Senior Technical Support Engineer

Podium is seeking a highly skilled individual to join our Backline Support team as a Sr. Technical Support Engineer. This role is crucial as it involves significant collaboration with the Product and Engineering teams to expedite issue resolution and enhance our AI agent, Jerry. You will be actively involved in prompt engineering changes, customizing AI responses, and modifying playbooks using AI development tools like LangSmith. This position will focus heavily on light coding and technical adjustments to meet specific customer needs

What you will be doing:

• Troubleshoot and resolve complex AI-related issues, ensuring optimal utilization of Jerry's capabilities.
• Act as a senior point of escalation for validating AI product-related issues in support.
• Develop and refine feedback loops in collaboration with the Product team to continuously enhance AI functionalities.
• Create and maintain comprehensive internal documentation and training for support teams, emphasizing best practices and detailed product insights.
• Collaborate with Customer Success, Onboarding, and Integration teams to tailor the AI agent for individual client specifications.
• Code and implement light fixes and enhancements directly, sit with the Product and Engineering teams.
• Champion the Voice of the Customer by relaying organized qualitative and quantitative feedback to engineering, product, and cross-functional teams to refine Jerry.

What you should have:

• A customer-first mindset with strong empathy and exceptional problem-solving capabilities.
• At least 1 year of proven experience in software development or support engineering, ideally with AI technologies.
• Proficiency in programming languages such as Python, JavaScript, or similar, specifically related to AI and machine learning platforms.
• Ability to innovate and streamline processes in a dynamic, unstructured environment.
• Strong analytical skills with a data-driven approach to resolving issues.
• Experience in prompt engineering and familiarity with AI development tools like LangSmith.

What we hope you have:

• 2+ years of experience in technical support for AI or related technologies, with hands-on coding experience.
• Demonstrated leadership in process improvement initiatives within a technical support environment.
• A track record of substantial contributions to the growth and success of a dynamic, fast-paced company.
• Strategic and creative problem-solving abilities.
• Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Familiarity with Python.

Compensation:

• $70,000/yearly salary.

Benefits:

• Open and transparent culture 
• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Generous vacation time, plus three 4-day summer holiday weekends
• Excellent medical, dental, and vision benefits
• 401k Plan with competitive company matching
• Bi-annual swag drops with cool Podium gear and apparel 
• A stellar HQ (Utah) gym with local professional coaches and classes offered
• Onsite HQ (Utah) child care center, subsidized for employees
• Additional benefits for fully remote employees

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.