Support Engineer

Responsibilities Be an expert and evangelist of the Coactive product Be the resident support expert and mentor for engineering and Go-To-Market teams Lead and execute the resolution of technical issues for customers, including cross-functional collaborations with engineering and customer success Create and maintain systems to track customer interactions from identity to resolution Create and maintain technical knowledge base to empower customers and internal stakeholders Continuously monitor and analyze support needs, identifying opportunities for improvements to product and process Maintain clear documentation and streamlined processes to facilitate efficient collaboration Occasional travel to customer sites and industry conferences may be required Shape best practices and company culture as we grow Qualifications BS (or higher) in Computer Science or related fields, or equivalent professional experience 5+ years of providing technical support in a customer facing role (e.g., support engineer, technical support, technical account manager, solutions engineer, etc) 3+ years of production-level experience in one of: Python, Java, C++, or similar language Experience in development, testing and sustaining applications Experience in creating processes and knowledge base materials to empower customers Experience in working closely with engineering from identification to resolution of customer issues Strong analytical and problem-solving skills, with the ability to quickly understand and troubleshoot complex technical issues. Ability to prioritize and resolve customer issues promptly to meet or exceed service standards and customer expectations Ability to effectively communicate and guide technical and non-technical audiences, whether through ad-hoc slack/email messaging, support calls or in-person customer visits Previous experience in a fast-paced startup environment is a plus Previous experience in ML/AI related roles is a plus (e.g. Data scientist, ML engineer) What you can expect from us This is a hybrid position based in San Francisco or San Jose, California. The estimated annual base salary for this position is between $186,000-$220,000. At Coactive, cash salary is only one part of our total compensation package. Other benefits for this position include, but are not limited to: Equity grants 100% medical, dental, & vision coverage for you Medical, dental, & vision partially covered for your dependents Unlimited PTO Social events ranging from book clubs, happy hours, and hiking to board game nights and games of Mario Kart. Further, you can expect a supportive work environment from us. We build products, but we develop people. J-18808-Ljbffr