Technical Support Engineer at Forethought | Powderkeg

Founded by a team of Facebook, Dropbox, and LinkedIn alumni in 2017, Forethought is on a mission to make every touchpoint between humans and organizations faster and more intelligent. Forethought is a leading Generative AI company providing customer service solutions that transform the customer experience. Our products enable seamless customer experiences by infusing human-centered AI at each stage of the customer support journey: resolving common cases instantly, predicting and prioritizing cases, and assisting agents with relevant knowledge-all from one AI platform.

Forethought has raised over $92M in VC funding from top investors including STEADFAST Capital Ventures, New Enterprise Associates (NEA), Ashton Kutcher and Guy Oseary's Sound Ventures, Gwyneth Paltrow, NBA Vet Baron Davis, Robert Downey Jr., LL Cool J, and the CEOs of Robinhood, Carta, and Qualtrics. In 2018, Forethought launched and won at TechCrunch Disrupt-the world's most prestigious startup competition-and was featured in Forbes 30 Under 30. More recently, Forethought was listed as one of Forbes' Next Billion-Dollar Startups.

We are tackling a growing $30B+ market, fueled by the global demand for automation, and we’re assembling a world-class team to help us get there. We're looking for a Technical Support Engineer who is passionate about customer experience and enjoys working with Python and SQL. You’ll work closely with our Customer Success, Customer Support, and Engineering teams to troubleshoot complex technical issues our customers are experiencing and optimize our processes. We're looking for someone with a growth mindset who wants to help us solve the world's hardest problems through Artificial Intelligence.

What You'll Be Doing (Responsibilities):

  • Become an expert on the Forethought AI platform and related solutions - serve as key point of contact for clients after the product implementation phase
  • Continuously acquire deep product knowledge and learn new technologies
  • Troubleshoot and resolve technical and business questions related to general product knowledge, implementation, training, software configuration, individual user issues and other Forethought related questions, while meeting our SLA’s and quality goals
  • Assist with product maintenance requests such as machine learning model improvements and adjustments
  • Communicate with customers in the support portal or video conferencing sessions, clearly explaining solutions and providing advice on specific capabilities of the Forethought platform
  • Collaborate with product and engineering teams to report issues/bugs, prioritize fixes, develop solutions for our customer’s challenges, and share technical support trends
  • Participate in a rotating on-call schedule for emergency technical support assistance
  • Assist in enhancing our knowledge base and help center content based on customer support trends
  • Collaborate with CX to help provide support trends/insights for QBRs

Who You Are (Skills):

  • 2-5 years of experience
  • Strong analytical and troubleshooting skills, familiar with common monitoring and logging systems (Kibana and preferred)
  • Strong verbal and written communication, including active listening, conflict resolution & customer empathy
  • Skilled in technical writing, have experience contributing to knowledge bases or product documentation
  • Strong understanding of databases (Elasticsearch and SQL familiarity preferred) and experience leveraging BI/analytics tool sets (Looker preferred)
  • You’re able to collect, analyze, and make business recommendations with data
  • Proficiency with python, bash, javascript, or other programming languages
  • Experience utilizing and troubleshooting API's. Comfortable interpreting and leveraging API documentation
  • Experience working in Zendesk (preferred) and/or Salesforce. You’re able to keep track of the many different cases you’re handling and you provide frequent updates to customers.
  • Understanding of machine learning fundamentals
  • Enjoy having autonomy while actively seeking out your team for advice and solutions where needed

What You Get

  • A chance to be an early member of a hyper-growth startup with equity to match
  • An opportunity to help us define a new market within AI
  • Ability to solve challenging problems with a world-class team
  • A low ego company culture that is obsessed with feedback and helping each other grow
  • Hybrid in-office vs. remote structure that allows you to choose where you get your best work done
  • Competitive medical, dental, and vision coverage
  • Paid maternity, paternity & adoption leave
  • Unlimited paid time off
Job Summary
  • Job Title
    Technical Support Engineer
  • Company
  • Location
    San Francisco, CA
  • Employment Type
    Full time
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