Support Engineer - Set Sail AI (GenAI Solutions)

Support Engineer - Set Sail AI

Set Sail AI transforms customer experiences for over 150 large enterprises with its Generative AI-powered contact center solutions. We've deployed over 150 AI solutions to prominent clients like MTR, BOC LIFE, CLP, Hang Seng Bank, and HK Express, combining cutting-edge research with a deep understanding of business needs to deliver sophisticated virtual assistants that improve efficiency and drive customer satisfaction. We're looking for a dedicated and technically proficient Support Engineer to join our team and provide exceptional support to our enterprise clients.

About the Role:

As a Support Engineer, you will be the front line of technical assistance for our customers, ensuring their success with our GenAI contact center solutions. You'll troubleshoot issues, provide technical guidance, and collaborate with internal teams to resolve complex problems and escalate issues as needed. This role requires a strong technical foundation, excellent communication skills, and a passion for delivering outstanding customer service.

What You'll Do:

• Provide Technical Support: Respond to customer inquiries via phone, email, and chat, providing timely and effective technical support for our GenAI contact center solutions.
• Troubleshoot and Resolve Issues: Diagnose and resolve technical problems related to our platform, including software bugs, integration issues, and performance bottlenecks.
• Collaborate with Engineering: Work closely with engineering and product teams to escalate and resolve complex issues, providing valuable customer feedback to improve our products.
• Develop and Maintain Documentation: Create and maintain knowledge base articles, FAQs, and other technical documentation to empower customers with self-service resources.
• Monitor System Health: Proactively monitor the health and performance of our platform, identifying and addressing potential issues before they impact customers.
• Manage Customer Communications: Effectively communicate technical information to both technical and non-technical audiences, ensuring clear and concise explanations.
• Contribute to Product Improvement: Gather and analyze customer feedback to identify areas for product improvement and contribute to the development of new features.

Essential Skills & Technologies:

• Strong understanding of web technologies (HTTP, REST APIs, websockets)
• Familiarity with cloud platforms (AWS, Azure, or GCP)
• Experience with database technologies (SQL and NoSQL)
• Excellent problem-solving and troubleshooting skills
• Exceptional communication and interpersonal skills
• Ability to work independently and as part of a team

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 2+ years of experience in a technical support role, preferably in a SaaS environment.

What We Offer:

• Competitive salary and benefits package
• Opportunity to work on cutting-edge Generative AI technology
• Collaborative and supportive work environment