Technical Support Engineer

Siena AI

Siena AI

IT, Customer Service
Rio de Janeiro, RJ, Brazil · São Paulo, SP, Brazil
Posted on Saturday, November 18, 2023

About us

At Siena we are revolutionizing the customer service industry with the world's first autonomous AI customer service agents. We are a remote-first startup that's passionate about enabling machines to engage in delightful and empathic conversations. Siena is the first of its kind, designed to work out-of-the-box to interact with customers across all channels from a single platform.

If you're excited about AI and the intersection of human-to-machine communications, and want to be part of a team who is driving innovation and making a real impact, then come join us in pushing the boundaries of AI and CX.

Some of our values

  • Customer First: It's not just about solving issues or closing deals. We're in the business of understanding our customers so well that we can anticipate their needs and blow their minds.

  • Straight Talk: Communication isn't just a checkbox for us—it's our operating system. We say what we mean, mean what we say, and have no hidden agendas or sugar-coating..

  • Question & Disrupt: We do things that have never been done before—not for the sake of being different but for being radically better.

  • Act with Agency: We don't wait for permission or perfect conditions. We evaluate the situation, make our best call, and go for it.

  • Raise the Bar: We're not just meeting standards, we're aiming for setting them.

  • Fast & Fearless: We move quickly but thoughtfully, and view mistakes and failures as stepping stones, not setbacks.

  • Driven by Curiosity, Fueled by Growth: We ask the questions no one else is asking, dive deep, and come out the other side better for it.

  • Synergy Over Solo: We value collaboration over individual achievement. When we work together, we're unstoppable. We're not just co-workers; we're co-creators.

Job Overview

As Customer Support Specialist you will be responsible for providing exceptional customer support, troubleshooting technical issues, and offering insights for the continuous improvement of our AI products. This role demands a blend of technical acumen, problem-solving skills, and a customer-centric approach.

Key Responsibilities:

  1. Customer Service: Deliver high-quality support to customers via phone, email, and chat. Respond to customer inquiries in a timely and accurate manner.

  2. Technical Support: Troubleshoot and resolve technical issues related to our AI products and services. Guide customers through problem-solving processes.

  3. Product Knowledge: Maintain up-to-date knowledge of our product features, capabilities, and updates to provide informed support.

  4. Feedback Collection: Gather and relay customer feedback to the product development team for future enhancements.

  5. Documentation: Accurately document customer interactions, issues, and resolutions in our CRM system.

  6. Collaboration: Work closely with the technical and product teams to stay informed about product changes and contribute to product improvement discussions.

Required Qualifications:

  • Minimum of 3 years in customer support for SaaS or technical products. Experience in the AI industry is a big plus.

  • Strong communication and interpersonal skills.

  • Proficiency in problem-solving and troubleshooting.

  • Ability to work in a fast-paced, remote environment.

  • Understanding of ChatGPT and technical products.

Benefits

🏠 The flexibility to work from anywhere. Even if it's just from the comfort of your own bed (because let's face it, who doesn't love a good WFH situation?)

🌞 Flexible working hours. Because who said you can't design your day on your terms?

💸 Competitive salary and stock options. We offer highly competitive salaries and equity, because we're building this together.

🌴 Unlimited PTO. With unlimited paid time off and a minimum of 15 days off per year, you'll have plenty of time to explore the world (or just your couch).

📖 Growth stipend. An annual budget to continue learning and expanding your horizons. It's like getting a raise without having to ask for it. We invest in you, so you can continue to invest in yourself.

At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. If that’s you, we look forward to your application.

Siena provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.