Technical Support Engineer

Forethought; Metro Manila; Remote; USD 24,000 - 36,000; Full time

Job summary

A leading company in AI-driven customer support seeks a Technical Support Engineer to troubleshoot complex issues and optimize product use. Ideal candidates have expertise in Python and SQL, with strong communication and problem-solving skills. This position offers equity and a flexible working environment in a hyper-growth startup.

Benefits

Health insurance

MacBook Pro

Parental leave

Wellness days

Equity in the company

Feedback-driven culture

Flexible work environment

Qualifications

• 2-5 years of relevant experience required.
• Proficiency in Python, Bash, or JavaScript.
• Understanding of databases like SQL and Elasticsearch.

Responsibilities

• Troubleshoot and resolve technical and business questions regarding the product.
• Assist with product maintenance such as ML model improvements.
• Participate in a rotating on-call schedule for emergency support.

Skills

Troubleshooting

Communication

Technical Writing

Data Analysis

Customer Empathy

Familiarity with APIs

Tools

Kibana

Sentry.io

Looker

Zendesk

Salesforce

Job description

Launched in 2018, Forethought is the first AI-native platform for enterprise customer support, built on a multi-agent architecture for omnichannel resolution. Trusted by leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought's AI agents resolve billions of support issues monthly. The company has raised over $115M from top investors including Blue Cloud Ventures, NEA, Village Global, and Sound Ventures. G2 recognized Forethought as a High Performer in 2024, and as a Mid-Market Leader, Best Estimated ROI, and Easiest to Do Business With in Customer Support for 2025.

We are addressing a growing $30B+ market driven by global demand for automation and are assembling a world-class team to lead the way. We seek a passionate Technical Support Engineer with expertise in Python and SQL. You will collaborate with our Customer Success, Support, and Engineering teams to troubleshoot complex technical issues and optimize processes. We value a growth mindset and a desire to solve challenging problems through AI.

Responsibilities:

• Become an expert on the Forethought AI platform and related solutions, serving as a key contact post-implementation.
• Continuously deepen product knowledge and learn new technologies.
• Troubleshoot and resolve technical and business questions related to product use, implementation, training, configuration, and user issues, meeting SLA and quality standards.
• Assist with product maintenance such as machine learning model improvements.
• Communicate solutions clearly to customers via support portals or video calls, explaining platform capabilities.
• Collaborate with product and engineering teams to report issues, prioritize fixes, and develop solutions.
• Participate in a rotating on-call schedule for emergency support.
• Help enhance our knowledge base and help center content based on support trends.
• Work with CX to provide support insights for QBRs.

Skills:

• 2-5 years of relevant experience.
• Strong troubleshooting skills, familiar with monitoring and logging tools like Kibana and Sentry.io.
• Excellent communication, active listening, conflict resolution, and customer empathy.
• Experience in technical writing and contributing to documentation.
• Understanding of databases (Elasticsearch, SQL) and BI tools like Looker.
• Ability to analyze data and make business recommendations.
• Proficiency in Python, Bash, JavaScript, or similar languages.
• Experience with APIs and interpreting documentation.
• Familiarity with Zendesk and/or Salesforce.
• Understanding of machine learning fundamentals.
• Autonomous yet collaborative, proactive in seeking advice when needed.

What You Get:

• Be an early member of a hyper-growth startup with equity.
• Help define a new AI market.
• Solve challenging problems with a top-tier team.
• A feedback-driven, low-ego culture focused on growth.
• Flexible, distributed work environment.
• Health insurance, MacBook Pro, parental leave, wellness days.