you.com is an AI-powered search and productivity platform designed to empower users with personalized, efficient, and trustworthy search experiences. As a cutting-edge technology company, we combine advanced AI models with user-first principles to deliver tools that enhance discovery, creativity, and productivity. At you.com, we are on a mission to create the most helpful search engine in the world—one that prioritizes transparency, privacy, and user control.
We’re building a team of innovators, problem-solvers, and visionaries who are passionate about shaping the future of AI and technology. At you.com, you’ll have the opportunity to work on impactful projects, collaborate with some of the brightest minds in the industry, and grow your career in an environment that values creativity, diversity, and curiosity. If you’re ready to make a difference and help us revolutionize the way people search and work, we’d love to have you join us!
About the Role
We are seeking a Technical Support Analyst to join our growing customer success team and play a critical role in delivering exceptional technical support for our Generative AI solutions. This role is ideal for a process-oriented professional who is technically adept, customer-focused, and skilled at navigating workflows, business processes, and CRM tools. You will be responsible for diagnosing and resolving customer issues, improving workflows, and ensuring customer satisfaction with our cutting-edge Generative AI platform.
Responsibilities
Technical Support
- Diagnose, troubleshoot, and resolve technical issues related to Generative AI workflows and integrations.
- Respond to customer inquiries via CRM tools, email, and other support channels, providing clear and timely solutions.
- Escalate complex issues to engineering or product teams while maintaining ownership of customer communication.
Customer-Success Oriented Support
- Deliver a high-quality customer experience by empathizing with customer needs and ensuring their success with our solutions.
- Proactively identify opportunities to enhance customer adoption and usage of Generative AI capabilities.
- Act as a trusted advisor, helping customers align product capabilities with their business processes.
Process Optimization
- Apply a process-oriented approach to streamline technical support workflows, ensuring consistent issue resolution and tracking.
- Document common issues and solutions in a knowledge base to empower customers and internal teams.
- Identify recurring issues and collaborate with Product and Engineering teams to improve system performance and reliability.
Workflow & Business Process Expertise
- Understand customer workflows and business processes to provide tailored recommendations and solutions.
- Collaborate with customers to ensure that Generative AI solutions integrate seamlessly into their existing workflows.
- Provide technical guidance on designing and optimizing cross-enterprise workflows using Generative AI.
CRM Tool Management
- Leverage CRM tools to manage support tickets, track customer interactions, and ensure accurate documentation.
- Generate reports and insights from CRM tools to monitor support performance and customer satisfaction.
Qualifications
Technical Expertise
- Strong understanding of Generative AI, its applications, and its impact on business processes.
- Familiarity with APIs, cloud platforms, and workflow automation tools.
- Ability to analyze and troubleshoot technical issues, with a solutions-oriented mindset.
Process-Oriented Thinking
- Demonstrated ability to follow and improve support processes for efficiency and consistency.
- Strong organizational skills, with the ability to prioritize and manage multiple customer issues simultaneously.
Customer Success Focus
- Proven experience in a customer-facing role, with a passion for helping customers succeed.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
CRM Proficiency
- Skilled in using CRM tools (e.g., Salesforce, Zendesk, HubSpot) to manage support cases and track customer interactions.
- Experience generating reports and insights from CRM tools to improve support processes.
What Success Looks Like
- Customer issues are resolved quickly and effectively, with high levels of satisfaction.
- Customers are empowered to fully utilize Generative AI solutions in their workflows and business processes.
- Support processes are continuously streamlined and optimized to improve efficiency and consistency.
- Recurring technical issues are documented and addressed, leading to product improvements and fewer support cases over time.
Our salary bands are structured based on a combination of geographic tiers and internal leveling. Compensation is determined by multiple factors assessed during the interview process, with the final offer reflecting these considerations.
Hubs in San Francisco and New York City offering regular in-person gatherings and co-working sessions
Flexible PTO with U.S. holidays observed and a week shutdown in December to rest and recharge*
A competitive health insurance plan covers 100% of the policyholder and 75% for dependents*
12 weeks of paid parental leave in the US*
401k program, 3% match - vested immediately!*
$500 work-from-home stipend to be used up to a year of your start date*
$1,200 per year Health & Wellness Allowance to support your personal goals*
The chance to collaborate with a team at the forefront of AI research
*Certain perks and benefits are limited to full-time employees only
You.com participates in E-Verify. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization. (English/Spanish: E-Verify Participation/Right to Work) We are also an inclusive, equitable, and accessible workplace. Please let us know if you require accommodation for any portion of the recruitment and hiring process.
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