Forethought is hiring a
Remote Senior Technical Support Engineer
\nWe are tackling a growing $30B+ market, fueled by the global demand for automation, and we’re assembling a world-class team to help us get there. We're looking for a highly skilled and experienced Senior Technical Support Engineer who is passionate about customer experience. In this position, you’ll work closely with our Customer Success, Customer Support, and Engineering teams to troubleshoot complex technical issues for our top-tier customers and optimize our processes. You’ll also help define the Technical Support Engineer role at Forethought and help to coach and mentor a team of TSEs. We're looking for someone with a growth mindset who wants to help us solve the world's hardest problems through Artificial Intelligence. \n\nWhat You'll Be Doing (Responsibilities):\n\n\nBecome an expert on the Forethought AI platform and related solutions\n\nServe as key point of contact for top-tier clients after the product implementation phase\n\nCoordinate and run the resolution of critical technical issues for top-tier customers, ensuring timely and complete problem solving to technical challenges and business issues\n\nHelp develop the Technical Support Engineer function by building team processes, runbooks, and providing mentorship and guidance to the TSE team \n\nTroubleshoot and resolve technical and business questions related to general product knowledge, implementation, training, software configuration, individual user issues, and other Forethought related questions, while meeting our SLA’s and quality goals\n\nAssist with product maintenance requests such as machine learning model improvements and adjustments\n\nCommunicate with customers in the support portal or video conferencing sessions, clearly explaining solutions and providing advice on specific capabilities of the Forethought platform\n\nCollaborate with product and engineering teams to champion for customers, drive resolution of bugs, prioritize fixes, develop solutions for our customer’s challenges, and share technical support trends\n\nManage and participate in a rotating on-call schedule for emergency technical support assistance\n\nAssist in enhancing our knowledge base and help-center content based on customer support trends, dedicated to operational efficiency\n\nBuild and improve support processes to better serve our customers \n\nCollaborate with CX to help provide support trends/insights for QBRs\n\n\n\n\nWho You Are (Skills):\n\n\n5-10 years of experience in a Technical Support Engineering or related role \n\n2+ years of experience serving as the technical point of contact for critical escalations for enterprise customers\n\nStrong proficiency with Python, Bash, JavaScript, or other programming languages\n\nStrong understanding of databases (Elasticsearch and SQL familiarity preferred) and experience leveraging BI/analytics tool sets (Looker preferred)\n\nStrong analytical and troubleshooting skills, familiar with common monitoring and logging systems (Kibana and Sentry.io preferred)\n\nExperience utilizing and troubleshooting API's. Comfortable interpreting and leveraging API documentation \n\nStrong verbal and written communication, including active listening, conflict resolution, and customer empathy\n\nSkilled in technical writing with experience contributing to knowledge bases or product documentation\n\nUnderstanding of machine learning fundamentals\n\nEnjoy having autonomy while actively seeking out your team for advice and solutions where needed\n\n\n \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to API, Senior and Engineer jobs that are similar:\n\n
$60,000 — $110,000/year\n
\n\n#Benefits\n
💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nToronto, Ontario, Canada
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