What are the responsibilities and job description for the Customer Engineer AI Start-up in NYC (Growing at over 100% YoY) position at Zearch?
Zearch are assisting a high growth, Series A B2B (Artificial Intelligence) AI company in New York City that are hiring the founding Customer Facing Engineer (Technical/Customer Support Engineer)
About the Role:
We’re looking for a Customer Support Engineer to be the first point of contact for customer inquiries, troubleshooting issues and escalating complex cases. This role blends technical support with customer success—more technical than a traditional CSM but not a full engineer. The ideal candidate is a proactive junior developer eager for direct exposure to the CTO, with strong problem-solving skills and a drive to automate and optimize support processes.
What You’ll Do:
- Manage and resolve technical support requests to ensure a seamless user experience.
- Field 80% of technical inquiries, resolving 20% independently and escalating complex issues.
- Troubleshoot software issues via phone, email, and chat, collaborating with engineering when necessary.
- Automate and improve support processes to enhance efficiency.
- Own and maintain internal documentation, FAQs, and knowledge base.
- Identify patterns in user feedback to improve product features and support processes.
- Assist users with platform navigation, integrations, and troubleshooting.
- Work closely with engineering and product teams to optimize user experience.
- Field 80% of technical inquiries, resolving 20% independently and escalating complex issues.
- Troubleshoot software issues via phone, email, and chat.
- Automate and improve support processes to enhance efficiency.
- Assist users with platform navigation, integrations, and troubleshooting.
- Maintain internal documentation and FAQs.
- Collaborate with engineering and product teams to enhance the user experience.
What We’re Looking For:
- 1-2 years of experience in tech support, customer success, or a related role.
- Programming experience (bootcamp or equivalent) with debugging and scripting knowledge.
- Strong problem-solving skills and a proactive, ‘on-the-ball’ attitude.
- Experience maintaining knowledge bases and improving support workflows.
- Excellent communication skills with a customer-first mindset.
- Ability to analyze user feedback and contribute insights to product development.
- 1-2 years of experience in tech support, customer success, or a related role.
- Programming experience (bootcamp or equivalent) with debugging and scripting knowledge.
- Strong problem-solving skills and a proactive, ‘on-the-ball’ attitude.
- Excellent communication skills with a customer-first mindset.
Why Join Us?
- Be part of a fast-growing AI startup disrupting the sales industry.
- Work alongside a talented and driven team.
- Gain direct exposure to the CTO and AI-powered technology.
- Opportunities for growth as we expand our support team.
