Customer Engineer

Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400 integrations and 1200 prebuilt workflows, customers achieve 75% automation and 90% cost reduction.

Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies.

Our seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.

Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.

The Role:

At Aisera, we’re building a world-class Customer Success team, where each individual loves to move fast, be challenged, and is obsessed with making our customers wildly successful. Being part of the Customer Success team, you will partner closely with internal engineering and product teams to help bridge business and technology, helping customers realize the art of the possible with cutting-edge Conversational AI. The Aisera customer engineer is assigned specific customer accounts and is responsible to keep their accounts in good health, while working to accomplish the customer’s goals, solve technical issues, and answer technical questions.

As a Customer Engineer (CE), you’ll be expected to be resourceful, a selfless team player, and regularly go above and beyond your “day job”. The upside is that this is a highly visible role with unbound growth opportunities.

This role is based out of our Palo Alto, CA office, and an Onsite interview is required as part of the process (with some flexibility to WFH).

Responsibilities:

• Be the primary technical point of contact for customers.
• Verify that Aisera has access to the right information from customer backend systems.
• Train the AI system to provide the best answers to questions.
• Develop workflows/RPAs based on customers’ requirements (requires scripting knowledge)
• Triage any technical issues reported by customers and work with Engineering toward the resolutions.

Basic Qualifications:

• 5 years of Customer engineering, and/or software development, experience.
• Experience in customer facing roles required.
• Knowledge of scripting using bash, Java, JavaScript, Python, or similar scripting/programming language.
• Knowledge of REST APIs – how to make calls and troubleshoot errors.
• Knowledge of security standards (authentication/authorization) & practices including oAuth, SAML and SSO.
• Experience with setting connectors between IT systems like Zendesk, Jira, ServiceNow, etc.
• Knowledge of AI technologies is a plus.
• Bachelor’s degree or equivalent knowledge in computer science, engineering, or related technical field.

Aisera is Global and our success draws upon the diverse viewpoints, skills and experiences of our employees. We are proud to be an equal opportunity employer and are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.