Remote Customer Support Engineer - AI Platform

LILT AI; San Diego (CA); Remote; USD 85,000 - 110,000; Full time

Job summary

LILT is seeking a curious and detail-oriented Customer Support Engineer to help linguists and platform customers get the most out of LILT. You will be the first line of support for platform users, evaluating incoming requests, resolving what you can, and routing what you cannot to the right team.

You will also work directly with some of our largest enterprise customers, joining regular customer calls to troubleshoot issues and keep them informed. This is a full-time, remote role.

Qualifications

• 1–3 years in customer support, technical support, localization support or similar.

Responsibilities

• Platform support: assist linguists and platform customers with day-to-day platform questions and file handling.
• Join weekly customer calls to explain technical issues clearly and drive resolution.
• Bug triage: investigate errors, document bugs, and escalate to Engineering with clear feedback.
• Queue management: handle incoming requests promptly and meet SLAs.
• Provide feedback on frequent pain points or feature requests to drive platform improvements.

Skills

1-3 years experience

Technical product experience

Strong communication

Analytical mindset

SQL

Google Cloud Platform

REST APIs

SSO troubleshooting

Education

Bachelor's degree or equivalent

CS / Linguistics or related field preferred

Tools

Browser network debugging tools

Datadog

GitHub

Yarn

Job description

LILT is seeking a curious and detail-oriented Customer Support Engineer to help linguists and platform customers get the most out of LILT. You will be the first line of support for platform users, evaluating incoming requests, resolving what you can, and routing what you cannot to the right team.

You will also work directly with some of our largest enterprise customers, joining regular customer calls to troubleshoot issues and keep them informed. This is a full-time, remote role.