Handle escalated cases requiring high-level expertise and advanced troubleshooting.
Maintain an in-depth understanding of all product areas, like Driver Safety and Fleet Management.
Streamline workflows between engineering, product, and technical support teams.
Motive empowers those who run physical operations with tools that improve safety, productivity, and profitability. They serve nearly 100,000 customers from enterprises to small businesses across industries like transportation, construction, energy, and agriculture.
Own the support experience for complex integration tickets, coaching the team on troubleshooting best practices.
Serve as a primary escalation point for the integrations support squad, acting as incident commander and driving issues to resolution.
Lead root cause analysis and technical debugging for production issues across our integrations platform.
Vanta's mission is to help businesses earn and prove trust by making security monitored and verified continuously. They have a kind and talented team of various backgrounds, and they empower companies to practice better security and prove it with ease.
Own and resolve technically challenging customer issues.
Serve as a technical escalation point for specialists.
Partner with Engineering to diagnose and track complex bugs.
Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way.
Take ownership of the integration process of our API-driven platform with our clients' ecosystem
Troubleshoot repeat technical issues and drive issue escalation and problem elimination
Own and manage a book of assigned customers, with a focus on the customers' API usage, ensuring retention and growth, and overall customer satisfaction
Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform. Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data.
Act as the first point of contact for customer support inquiries.
Resolve common customer issues related to API usage, onboarding, authentication, integration, and billing.
Escalate issues to L2/L3 support or engineering with clear documentation, reproduction steps, and logs.
Databento provides modern APIs for financial market data, making it dramatically easier for firms of all sizes to access and use market data. As a Series A company, they’ve raised $37.8M to date and grown revenue by over 400% YoY.
Own escalations from the Technical Support Reps team, applying deep product and technical expertise to resolve issues with minimal further escalation to Engineering.
Deliver consistent, high-quality assistance across phone, email, chat, and ticketing platforms, remaining available for time-sensitive or advanced inquiries.
Track and prioritize your case backlog, balancing urgency with impact on customer success and compliance.
Granicus builds, implements, and maintains technology that is transforming the Govtech industry by bringing governments and its constituents together. They have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers.
Partnering with users to troubleshoot, identify bugs, and provide workarounds.
Providing Engineers with details on bugs identified for the resolution of complex issues.
Writing and developing internal resources (knowledge base articles, applications)
ShipHero provides warehouse management software (WMS) to help customers efficiently manage eCommerce logistics. They aim to empower brands, retailers, and 3PLs with their technology.
Manage technical inquiries and troubleshoot complex issues.
Work closely with clients and developers to provide industry-leading client communications.
Analyze and interpret data to identify trends and patterns.
Entersekt is a leader in digital banking fraud prevention and payment security, including mobile authentication, mobile app security, and 3-D Secure authentication. They enable secure digital transactions for leading financial institutions globally and protect the digital transactions of over 210 million active users.
Act as the primary gatekeeper and incident manager for all open escalations during US hours.
Proactively coordinate with internal teams to unblock stalled escalations.
Partner with the Support Operations Manager to translate monthly governance reports into actionable tasks for our accounts.
Aera Technology is a Decision Intelligence company that delivers innovation and services that enable enterprises to operate sustainably, intelligently, and efficiently. Established in 2017 and headquartered in Mountain View, California, they're a series D start-up.
Investigate and troubleshoot complex technical issues across the Synthesia platform
Apply fixes, configuration changes, or validated workarounds where possible
Escalate to Engineering with clear diagnostic details and impact assessments
Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, they develop products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.
Serve as the primary post-sales technical expert on key accounts
Troubleshoot and resolve complex issues across custom integrations and data pipelines.
Create reusable templates, playbooks, and documentation that reduce cycle time
Common Room is the AI GTM Platform that empowers teams with AI agents built on complete buyer intelligence. They unify every signal across the full buyer journey into one continuously-updated, person-level view. The company has raised over $50 million from top-tier investors and they value simplicity, passion, and trust.
Be the first point of contact of customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone).
Own, prioritize, and troubleshoot the complex technical issues and provide an excellent solution to the customers
Be a key source of knowledge on the sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices
Sardine is a leader in fraud prevention and AML compliance, using device intelligence, behavior biometrics, machine learning, and AI. They have raised $145M from investors like Andreessen Horowitz and maintain a remote-first culture with hubs in multiple locations.
Manage our Jira support help desk, and ensure SLAs are met
Build and continuously improve the support processes
Triage customer issues by checking logs, running simple database queries
Converge provides businesses with clear, confident cyber protection by fusing cyber insurance security and technology. They deploy a proprietary data ecosystem underpinned by expert underwriting and comprises of top-tier professionals across underwriting, technology, and claims.
In Depth understanding of Netomi systems - AI Studio, Backend Architecture, Agent Desk Integrations.
Understanding of business requirements for our different customers and how they can be solved through AI Studio.
Participate in the software development lifecycle to learn the new system/feature.
Netomi is the leading agentic AI platform for enterprise customer experience. They work with the largest global brands to enable agentic automation at scale across the entire customer journey and is backed by WndrCo, Y Combinator, and Index Ventures to help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.
Engineer process solutions around incoming integration/partnerships bugs, improvements and asks.
Debug integration issues involving external partners, coordinating directly with their technical teams when necessary.
Diagnose failures across APIs, webhooks, data pipelines, and synchronization processes.
Wheelhouse is a fintech platform for the flex rental space, empowering short and mid-length stay providers to earn more from their rental properties. The company is remote-first and values transparency and collaboration, striving to set teammates up for success.
Lead and resolve technically deep Level 2 support cases from initial triage to full root cause analysis and final fix.
Diagnose issues across distributed, cloud-native systems, with emphasis on application and API behaviour.
Perform code-level debugging (Python, Go, or Java) to pinpoint application defects or misconfigurations.
Mambu is a leading SaaS cloud banking platform. They are on a mission to make banking better for a billion people and shape the future of financial services.
Own Tier 1 support across all incoming channels (email, web form, chat) with a target first response time under 2 hours.
Diagnose and resolve email delivery issues, including phishing simulations not sending, emails stuck in pending, and campaign scheduling problems.
Resolve browser extension and add-on issues for the Chrome extension, Gmail add-on, and Outlook add-in, including installation errors, missing icons, and update problems.
CyberNut is a security awareness training platform built specifically for K-12 schools. Their platform helps teachers, staff, and students recognize and report suspicious emails before they become real security incidents.
Research, diagnose, and resolve customer issues with Product, DevOps, and engineering teams.
Validate customer-specific fixes and releases with the quality assurance team.
Analyze customer feedback for product issues and bugs, creating JIRAs for the engineering team.
Zimperium provides mobile threat defense solutions. They cater to enterprises and governments globally, protecting them against mobile cyberattacks. I am unable to ascertain the company's size and culture from the provided text.
Own integration delivery for customers from post-sale through go-live.
Scope integration approaches for new CMS partners, prototype solutions, and deliver technical requirements to Engineering for productization.
Debug and resolve production integration issues by tracing through logs, isolating the layer (our side, vendor side, or customer config), and resolving or routing to Engineering with a clear diagnosis
Eve is redefining what’s possible in legal technology with AI-driven solutions that elevate law firm operations. They are backed by top investors with engineers, designers, and operators from places like Scale, Meta, Airbnb, Cruise, Square, Rubrik, and Lyft.
Solve technical problems daily, focusing on API and integration issues.
Build tools and scripts to improve support efficiency and customer solutions.
Assist customers with API usage, migrations, and data transformations.
Close provides a CRM platform designed to help small and medium-sized businesses sell more effectively. They are a bootstrapped and profitable company with a 100% remote team of approximately 100 employees, focused on customer success and innovation.