Technical Success Engineer

People.ai accelerates enterprise growth through the power of AI. With the industry’s only Revenue Intelligence System, People.ai frees all customer-facing teams, including sales, marketing, and customer success, from manual data entry by automatically capturing all contact and customer activity data, dynamically updating CRM and other systems of record, and providing actionable intelligence across management tools to realize the full selling capacity of the enterprise. Some of the world’s best brands are leveraging People.ai to transform their business, including Lyft, New Relic, Okta, Tanium, and Zoom.

At People.ai, we believe that people enrich the world around them in countless ways. We believe that the more time they spend applying their creativity, resourcefulness and critical thinking to activities that matter most in their professional life, the more effective a professional they become. We're developing a deep understanding of the professional world, mapping people, companies, and the information that flows between them through natural language processing and machine learning. Our team is a diverse, outspoken group of creatives and critical thinkers, hyper-focused on driving enterprise growth. We embrace different. We applaud non-traditional career paths. We're inspired by people who have made processes their own. 

Provide world-class support to enterprise customers by leveraging a combination of enterprise-ready communication, technical issue analysis, and engineering tools.

Responsibilities

• Become the foremost expert on frontend and backend People.ai architecture
• Applications utilizing SQL, SOQL, and other non-structured query languages to gather information from various data sources to understand and resolve technical issues. 
• Drive and own sophisticated, high-profile, customer technical critical issues
• Serve as a trusted technical advisor to the customer and internal go-to-market teams by executing enterprise-ready communication and translating complex, technical topics into digestible, business language.
• Identify opportunities for improvement in internal support processes and own end-to-end execution of recommendations to optimize support productivity.
• Build global, cross-functional relationships with Engineering, Product, and other Customer Success teams to understand the 360-degree view of People.ai’s customer experience.
• Enable engineering teams with thorough investigation steps, clear expected outcomes, and sufficient business context in order to reduce engineering time spent on support issues.
• You will be accountable for providing an outstanding technical support experience to our customers and internal partners. From problem identification to full resolution, you will own and manage your cases to resolution.

Requirements

• Technical acumen (SQL, SOQL, Python) 
• Experience supporting products within a CRM ecosystem
• Experience supporting a SaaS offering
• Familiarity with Zendesk is a plus
• Customer-centric mindset
• Attention to detail
• Leading others

People.ai stands alone in our ability to harness business activity to unlock growth for our customers. We’ve been awarded 49 patents and have an additional 50+ under review. We’ve also received validation via Gartner’s Hype Cycle for CRM Sales Technology, inclusion in Forrester’s New XX Wave, the Y Combinator Top Companies List, and the Forbes AI 50 list.

Headquartered in Redwood City, CA, People.ai is backed by Y Combinator and Silicon Valley’s top investors, including ICONIQ Capital, Andreessen Horowitz, Lightspeed Venture Partners, Akkadian Ventures, and Mubadala Capital. To learn more, visit us online at: www.people.ai"