Senior Support Engineer

March 19

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Conversica

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Conversica is a leading provider of Conversation Automation solutions, utilizing advanced AI-powered digital assistants to engage in two-way dialog and drive revenue opportunities across marketing, sales, and customer success teams. Their platform leverages natural language processing and large language models, including GPT, to simulate human-like conversations, helping to identify and nurture leads, reactivate opportunities, and maintain customer relationships. Conversica integrates seamlessly into existing technology stacks, allowing businesses to scale their efforts and unlock hidden revenue across multiple industries.

Lead Engagement and Follow-up • Lead Management • Customer Engagement • Internet Technology and Applications • Software as a Service

201 - 500 employees

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

💰 $25M Series E on 2022-04

📋 Description

• Conversica is the leading provider of Conversation Automation solutions, with billions of human interactions spanning more than a decade. • Our Revenue Digital Assistants (RDAs) supercharge workforces for growth. • They enable marketing, sales, and customer success teams to acquire untapped revenue through perfectly structured conversations. • Unlike chatbots, they are powerfully human and can hold meaningful conversations at every touchpoint. • Conversica RDAs are used by leaders nationwide to get the conversation going and build a Growth Workforce. • Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor. • Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in San Mateo, California in Silicon Valley. • As a Tier 2 Senior Support Engineer, you are a technical expert on Conversica's customer support team. • You have top-tier diagnostic and troubleshooting skills and a passion for providing best-in-class support and practical solutions for the trickiest tickets. • You are proactive, curious, detail-oriented, and a creative problem-solver. • You have a lot of knowledge and share it freely and easily - being an SME motivates you. • You value teamwork and you are energized about working cross-functionally with other teams to solve problems and achieve great outcomes. • This is a US Remote role based based on West coast (Pacific Time Zone).

🎯 Requirements

• 3+ years experience in a SaaS technical support role required. • Proven technical aptitude with the ability to quickly troubleshoot and diagnose technical issues. • Knowledgeable about sales and marketing tech stacks, including marketing automation platforms, CRMs, and system integrations. • Strong understanding of logic functions and ability to create formulas. • Basic to intermediate knowledge of SQL and ability to write and use SQL statements. • Experience using ticketing systems such as Zendesk, JIRA, or ServiceNow. • Able to thrive in a dynamic, fast-paced environment with a bias toward action. • Excellent written and verbal communicator who is passionate about providing a next-level service experience. • Passionate about technology and able to learn systems quickly. • Proven problem-solving, critical thinking, and time-management skills. • Self-motivated and able to work independently and in working groups. • High school diploma or equivalent with relevant work experience. Associate degree or higher preferred. • Ability to work remotely between the hours of 7:00 am and 5:00 pm Pacific Time, Monday - Friday. • Preferred location on West coast, Pacific Time Zone.

🏖️ Benefits

• Comprehensive health benefits • Dental benefits • Vision benefits • PTO • Holiday pay • 401k • Equity