Forethought is hiring a
Remote 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 Technical Support Engineer who is passionate about customer experience and enjoys working with Python and SQL. You’ll work closely with our Customer Success, Customer Support, and Engineering teams to troubleshoot complex technical issues our customers are experiencing and optimize our processes. 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 - serve as key point of contact for clients after the product implementation phase\n\nContinuously acquire deep product knowledge and learn new technologies\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 report issues/bugs, prioritize fixes, develop solutions for our customer’s challenges, and share technical support trends\n\nParticipate 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\n\nCollaborate with CX to help provide support trends/insights for QBRs\n\n\n\n\nWho You Are (Skills):\n\n\n2-5 years of experience \n\nStrong analytical and troubleshooting skills, familiar with common monitoring and logging systems (Kibana and Sentry.io preferred)\n\nStrong verbal and written communication, including active listening, conflict resolution & customer empathy\n\nSkilled in technical writing, have experience contributing to knowledge bases or product documentation\n\nStrong understanding of databases (Elasticsearch and SQL familiarity preferred) and experience leveraging BI/analytics tool sets (Looker preferred)\n\nYou’re able to collect, analyze, and make business recommendations with data\n\nProficiency with python, bash, javascript, or other programming languages\n\nExperience utilizing and troubleshooting API's. Comfortable interpreting and leveraging API documentation \n\nExperience working in Zendesk (preferred) and/or Salesforce. You’re able to keep track of the many different cases you’re handling and you provide frequent updates to customers.\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 Python, API 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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