Tech Support Engineer - AI Ops & Customer Impact (24/7)

Happyrobot.ai; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

HappyRobot is seeking a Technical Support Associate to provide top-tier assistance to customers and internal teams. You’ll troubleshoot issues, ensure smooth product usage, and collaborate with engineering to resolve problems. You’ll also maintain and improve support documentation to enhance the customer experience.

You’ll keep detailed records of customer interactions and solutions, and contribute to knowledge bases. This role supports 24/7 operations with preference to the local timezone.

Qualifications

• 1+ years in a technical role.
• Strong troubleshooting skills.
• Excellent written and verbal communication.
• Experience documenting solutions or knowledge bases.
• Familiarity with ticketing systems.
• Ability to explain technical concepts to non-technical users.
• Proactive and customer-focused mindset.
• Willingness to work in a 24/7 rotation with local timezone.

Responsibilities

• Provide first-line technical support.
• Diagnose and troubleshoot software, hardware, and system issues.
• Guide customers through product setup, configuration, and best practices.
• Escalate complex technical issues to the engineering team while ensuring timely resolution.
• Maintain detailed records of customer interactions and solutions in the support system.
• Create, update, and improve technical documentation, FAQs, and knowledge base articles.
• Identify recurring issues and suggest product improvements.
• Collaborate with cross-functional teams to enhance customer experience.

Skills

Troubleshooting

Problem solving

Communication

Documentation

Ticketing systems

Explain tech to non-tech

Proactive

24/7 rotation

Job description

HappyRobot is seeking a Technical Support Associate to provide top-tier assistance to customers and internal teams. You’ll troubleshoot issues, ensure smooth product usage, and collaborate with engineering to resolve problems. You’ll also maintain and improve support documentation to enhance the customer experience.

You’ll keep detailed records of customer interactions and solutions, and contribute to knowledge bases. This role supports 24/7 operations with preference to the local timezone.