Technical Support Expert (Tier 2 Agent)

August 27

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Intento, Inc.

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Machine Translation and multilingual Generative AI platform for global businesses.

Discovery & Search • Artificial intelligence • Cognitive Services • API

51 - 200

Description

• Investigating, troubleshooting, and resolving a range of questions and issues escalated from the first line support • Configuring misc in-house TMS systems • Taking ownership of customer needs by following up with tickets and escalating internally where necessary • Escalating and triaging technical issues with Development and Product teams • Building and augmenting our internal Knowledge Base and external resources • Performing other operational and administrative support as requested by the business • Acting as front-line for incoming support requests • Demonstrating leadership and autonomy in resolving complex technical problems

Requirements

• 3+ years in 2nd line SAAS customer support (localization/software/systems integrations/cloud solutions preferred) • Fluent written and spoken English (Upper-Intermediate as a minimum); other languages are a plus • Experience with HTML, HTTP, RESTful API, SQL, CURL • Ability to think on your feet and find fast or lateral solutions to technical issues • Willingness to learn and adapt • Excellent analytical and exceptional customer service skills necessary • Flexible to be on-call via company-provided tools to respond to high-severity customer issues during non-standard business hours • Preferably solid understanding of continuous localization processes • Extensive knowledge and configuration experience of SDL Trados, memoQ, or other Translation Management Systems • Scripting or programming language knowledge (to automate repeating routines) is a plus

Benefits

• Work in a fast-paced startup environment • Transparency of business strategies • Autonomy balanced by responsibility • Gain experience deploying solutions to Fortune 500 companies