Senior Support Engineer

Job Description

Job Description

About Us

LILT is the leading AI solution for enterprise translations. Our stack made up of our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback enables global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs.

With LILT, innovative, category-defining organizations like Intel, ASICS, WalkMe, and Canva are using AI technology to deliver multilingual, digital customer experiences at scale.

While our core AI technology might share similarities with ChatGPT and Google Translate, it's what we do with it that makes LILT truly revolutionary.

Our patented Contextual AI Engine goes beyond basic translations, understanding the nuance of our customer's content and target audience to deliver hyper-accurate, business-focused results.

Our connector-first approach seamlessly integrates with our customer's existing workflows, and our human-adapted feedback loop ensures continuous improvement, making LILT a constantly evolving AI partner for your global ambitions.

Where You’ll Work

This position must serve US PST working hours . It is based out of our Emeryville, CA office and will be expected to work in the office in a hybrid capacity.

LILT will consider candidates in other hubs (US - Indianapolis, Boston, Washington D.C., and UK - London) who can adhere to US PST working hours.

What You’ll Do

As a Senior Support Engineer at LILT, you will serve as the primary point of contact for LILT customers and translators to assist in resolving platform and payment issues.

You will collaborate closely with our front-end, back-end, and research teams to provide effective solutions to customer support issues.

Achieving this will require leveraging your database and scripting abilities, deep technical knowledge of the product, a positive attitude, and top-notch customer-facing communication skills.

Your daily responsibilities provide you with the opportunity to give feedback on features that directly impact both internal and external users who depend on our product every day.

This position reports to the Manager, Customer Engineering within the Technical Services department.

Key Responsibilities

Incident Management : Lead incident response efforts for critical platform issues, coordinating with relevant teams to ensure timely resolution and communication with affected customers.

Own and Resolve Customer Issues End-to-End : Act as the primary contact for platform and payment issues, troubleshoot problems, and provide effective solutions in collaboration with engineering and other customer-facing teams.

Continuous Improvement : Identify areas for improvement based on customer feedback. Implement internal solutions through process creation, knowledge base updates, and suggesting product / service enhancements.

Teamwork and Leadership : Collaborate with colleagues, mentor junior team members, and uphold best practices within the Customer Engineering team.

Knowledge Base Management : Maintain and enhance the internal and external knowledge bases to ensure they are up-to-date and comprehensive, facilitating quicker issue resolution and self-service by customers.

Skills and ExperienceCustomer Support Skills

Excellent interpersonal and customer service skills

Strong critical thinking and problem decomposition to quickly diagnosis and solve issues

Effective, proactive communication with customers on issue and incident resolution

Reproduce issues for the engineering team to provide customer solutions

Query the application database and knowledge base to provide customer solutions

Leverage customer feedback to improve the product or service offering of the company

Excellent written English; multilingualism a great asset

Technical Skills

API Integration Support : Experience with supporting customers in integrating APIs, including troubleshooting API-related issues and providing best practices.

User Support : Experience with assisting users of a web-based application and retrieving and leveraging console logs, HAR files, browser information to solve issues

Basic command of SQL and database manipulation

Command line experience within a Linux environment

Basic scripting experience (i.e. Bash, Python, etc.)

Experience & Education

5+ years managing enterprise customer tickets in a SaaS or software services setting

Proven track record of team leadership and introducing / setting best Support Engineering practices in the team

Experience with a modern ticketing system and knowledge base (Jira, Zendesk, Freshdesk, etc.)

Bachelor’s Degree or equivalent experience in Information Security, Computer Science, Electrical Engineering, or related fields.

Our Story

Our founders, Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone.

They were amazed to learn that Google Translate wasn’t used for enterprise products and services inside the company and left to start a new company to address this need LILT.

At its core, LILT has always been a machine learning company since its incorporation on March 6, 2015. At the time, machine translation didn’t meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap.

While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, believing that this foundation was imperative to the future of enterprise translation.

Benefits

Compensation : At market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidays

Medical Benefits : Employees receive coverage of medical, dental, and vision insurance, plus FSA / DFSA, HSA, and Commuter benefits.

In addition, LILT pays for basic life insurance, short-term disability, and long-term disability

Paid parental leave is provided after 6 months.

Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle

LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual’s race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws.

We are committed to the principles of fair employment and the elimination of all discriminatory practices.