Technical Support Engineer

Eightfold

Ireland
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Enterprise
  • Post Date: 06/23/2022
  • Website: eightfold.ai
  • Company Address: 2625 Augustine Dr, Suite 601, Santa Clara, CA, 95054

About Eightfold

Eightfold (fka VolkScience) is the industry’s first Talent Intelligence Platform, built for enterprises, to address Talent Acquisition and Management in a holistic fashion.

Job Description

Eightfold was founded with a vision to solve for employment in our society. For decades, the connection between individuals and opportunities has been based on who the individuals are and the strength of their network, vs. their potential. Eightfold leverages artificial intelligence to transform how to think about skills and capabilities for individuals as well as how jobs and career decisions are made. Eightfold offers the industry’s first AI-powered Talent Intelligence Platform to transform how organizations plan, hire, develop and retain a diverse workforce, enabling individuals to transform their career.
 
To date, Eightfold AI has received more than $400 million in funding and a valuation of over $2B from leading investors to further our mission of finding the right career for everyone in the world. If you are passionate about solving one of the most fundamental challenges of our society - employment, working on hard business problems and being part of an amazing growth story - Eightfold is the place to be!
 
About the Role
 
The Customer Support Team is focused on delivering great customer experiences to individuals and companies using Eightfold.ai products. Reporting to the Head of Customer Support, the Technical Support Engineer role provides direct support to business leaders, hiring managers, and recruiters leveraging Eightfold.ai products to hire top talent.
 
Technical Support Engineer is responsible for managing and resolving challenging issues for Eightfold.ai customers and helps to ensure that SLA’s are met. This includes developing subject matter expertise within the customer success department and collaborating with other team members. The successful candidate will be able to quickly gain an understanding of the Eightfold.ai products, platform, API, and internal applications. You will work on developing and maintaining internal support tools. This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills. You will build strong relationships with customer’s IT teams to ensure smooth product deployments and timely resolution of technical problems during the Pilot and Go-live phases of product deployment and continue to support during adoption and the rest of the contact life.
 
Key responsibilities include
 
  • Assist customers in solving problems related to product features, usability, technical issues, and product performance, including participation in all aspects of pre-sales, customer onboarding/development, diagnosing/resolving technical issues, and escalation support
  • Develop processes around Zendesk and other tools to deliver world-class customer support
  • Work closely with engineering to translate customer feedback into potential fixes/enhancements
  • Achieve team targets for response times, service level, and customer satisfaction, as established by the Manager Customer Support
  • Collaborate with team members across Technical Services, Customer Success, Product, Marketing, and Engineering as needed to resolve issues and deliver great customer experiences
  • Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders including your Manager, the Product Team, Technical Services, and Customer Success
  • Maintain and create detailed documentation through logging of support cases, email, and knowledge base articles for the customer and internal use
  • Work on projects that provide value to the department, Eightfold.ai, and the Self-Serve and Employer customer bases
 
Qualifications
 
  • Bachelor’s Degree, or equivalent work experience
  • 2+ years of experience in a customer support role, B2B supporting an Enterprise or SaaS-based application experience preferred
  • Familiarity with applicant tracking systems, human resources, recruiting, employer branding, and the online recruitment advertising space is a plus
  • Strong customer focus and ability to deliver great customer experiences
  • A track record of meeting and exceeding KPIs and working well in team-based settings
  • Outstanding written and verbal communication skills
  • Strong troubleshooting and problem-solving skills
  • High personal productivity and excellent time management
  • Demonstrated ability to troubleshoot technical issues. 
  • Working knowledge of the components in a web applications stack. 
  • Working knowledge of backend server APIs
  • Familiarity with at least one programming language
  • Proficiency with relational databases and SQL
 
NOTE: The role may require swing shift, late-night, weekend, or on-call availability to satisfy Eightfold.ai Global Support Model.
 
We are a team of self-starters who excel in their fields. We believe in giving you responsibility, not a task. We want you to have ownership and pride in the work you are doing, and see the positive impact of your work on your colleagues, our customers, and the world. We believe in providing transparency and support, so you can do the best work of your career.
  
Eightfold.ai provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability.

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