Software Engineer, Technical Support

Norwest Venture Partners
CA - Northwest Territories - Enterprise
January 6, 2025
IT

Company Address:
1 Letterman Dr, San Francisco, California 94129, US

About Replicant

Replicant was founded on the belief that machines are ready to have useful, complex conversations that will transform the way we interact with the world, starting with customer service.

As the leader in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant's AI platform allows consumers to engage in natural conversations across voice, messaging, and other digital channels to resolve their customer support issues, without the wait, 24/7. We are now leading the way in using Large Language Models (LLMs) to transform customer service- again.

We're looking for a Technical Support Engineer with strong communication and development skills to provide world-class support to Replicant's Enterprise customers. You will have the opportunity to empower customers on how to use self-service tools and resources, improve and enhance customer-facing Ai Agents, and resolve support requests for our mission-critical services.

What You'll Do

Enhance and improve Ai Agents in Typescript and in-house visualization tools.
Provide exceptional customer technical support to Replicant's Enterprise customers through ticket responses and proactive support.
Work cross-functionally with Engineering, Operations, and Professional Services to ensure customer requests are resolved within SLA and meet a high level of customer satisfaction.
Work with the Director of Technical Support to improve and innovate Replicant's support, maintenance, and managed services processes and operational procedures.
Assist with the development of customer self-help resources.
Work as an integrated member of a fully remote, cross-functional Support team.
Participate in regular on-call rotations to support our systems.
Participate in daily and weekly Scrum rituals (daily stand-ups, sprint planning, sprint retros).
Analyze and break down technical designs into tactical and executable blocks of work.
Track time and effort on ongoing tasks and provide regular updates.

What You'll Bring

2-3 years providing customer technical support.
Excellent interpersonal, written, and verbal communication skills.
A strong sense of ownership and customer empathy.
An ability to negotiate priorities and timelines with customers to the benefit of Replicant.
Thrive in fast-paced, highly collaborative team environments.
Strong team player.
Open-minded and independent thinker.
Willingness to learn new skills, technologies, frameworks, and the aesthetics of conversation design as needed.
Experience working with REST APIs, Authentication (OAuth 2.0 and Basic).

For all full-time employees, we offer:

Remote working environment that respects time zone differences.
Highly competitive salaries, equity, and for US Employees, a 401(k) plan.
Top of the line healthcare (medical, vision, and dental).
Health and Wellness Perk.
Amazing team trips & offsites.
Replicants are eligible for a 5-week sabbatical after being at the company for 4.5 years.

Our Values

Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.

Blade Runners:
We take ownership and pride to influence the outcomes of our goals.
Bread Makers:
We are humble and strive toward an egalitarian culture.
Självdistans (Self-Distance):
The ability to critically reflect on oneself and one's relations from an external perspective.

Replicant is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse, and equitable workplace that is built on trust, support, and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken, or veteran status. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at *** and we'll work to meet your needs.

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Read the full job description and apply online on the recuiter's web-site

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About Replicant

What You'll Do

What You'll Bring

For all full-time employees, we offer:

Our Values

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