Customer Support Engineer

lilt-corporate; United States; Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Remote role

Timezone overlap with teams

Job summary

Lilt in the United States is seeking a motivated technical support specialist to provide first-line help to users of our translation management platform. You will answer day-to-day product questions, reproduce issues, and guide customers toward resolution while keeping enterprise customers informed via calls.

You should enjoy methodical troubleshooting, clear written and verbal communication, and learning new tools.

Qualifications

• 1–3 years of experience in customer or technical support or a similar role.
• Comfort working with technical products and learning new tools.
• Strong written and verbal communication with end users and technical administrators.
• Analytical troubleshooting skills and good judgment about escalation.
• Working knowledge of SQL, Google Cloud Platform, REST APIs, and authentication or SSO troubleshooting.
• Bachelor’s degree or equivalent is preferred; CS/linguistics or related area is useful but not required.

Responsibilities

• Help users run jobs, open and process files, and navigate the platform.
• Join scheduled customer calls and additional calls as needed to explain technical issues and follow through to resolution.
• Reproduce reported errors, document findings, and route validated bugs to engineering or feature requests to product teams.
• Manage incoming requests against service-level targets and provide timely progress updates.
• Record recurring customer pain points and suggestions to support product and process improvements.

Skills

Technical support

SQL

REST APIs

Google Cloud Platform

Communication

Troubleshooting

SSO troubleshooting

Education

Bachelor's degree or equivalent experience

Tools

GitHub

Yarn

Browser debugging tools

Job description

Role overview

Provide first-line technical support to users of a platform for managing translation work. You will answer day-to-day product questions, investigate and document defects, and keep enterprise customers informed through regular and as-needed calls. The role suits someone who enjoys methodical troubleshooting, clear communication, and learning technical products.

Responsibilities

• Help users run jobs, open and process files, and navigate the platform.
• Join scheduled customer calls and additional calls as needed to explain technical issues and follow through to resolution.
• Reproduce reported errors, document findings, and route validated bugs to engineering or feature requests to product teams.
• Manage incoming requests against service-level targets and provide timely progress updates.
• Record recurring customer pain points and suggestions to support product and process improvements.

Requirements

• One to three years of experience in customer support, technical support, localization support, or a similar customer-facing role.
• Comfort working with technical products and learning new tools.
• Strong written and verbal communication with both end users and technical administrators.
• Analytical troubleshooting skills and judgment about when to escape.
• Working knowledge of SQL and database management, Google Cloud Platform, REST APIs, and authentication or single sign-on troubleshooting.
• A bachelor’s degree or equivalent experience is preferred; study in computer science, linguistics, or a related area is useful but not required.

Nice to have

• Browser network or debugging tools, monitoring software, GitHub, or Yarn experience.

Benefits and work setup

• Full-time remote role for candidates in Pacific or Mountain time zones, to support overlap with customers and engineering teams.