Sr. Staff Technical Support Engineer

Eightfoldwas founded with a vision to solve for employment in our society. For decades, the connection between individuals and opportunities has been based on who they are and their network's strength vs. their potential. Eightfold leverages artificial intelligence to transform how to think about skills and capabilities for individuals and how jobs and career decisions are made. Eightfold offers the industry's first AI-powered Talent Intelligence Platform to transform how organizations plan, hire, develop and retain a diverse workforce, enabling individuals to transform their careers.

To date, Eightfold AI has received more than$410 million in funding and a valuation of over $2Bfrom leading investors to further our mission of finding the right career for everyone in the world. If you are passionate about solving one of the most fundamental challenges of our society - employment, working on hard business problems, and being part of an amazing growth story - Eightfold is the place to be!

About the Team
The Eightfold Technical Support Team is focused on delivering great customer experiences to individuals and companies using Eightfold.aiproducts. Reporting to the Head of Support, the Sr. Staff Technical Support Engineer role provides direct support to business leaders, hiring managers, and recruiters leveraging Eightfold.aiproducts to hire top talent.

About the Role
The Sr. Staff Technical Support Engineer is responsible for managing and resolving challenging issues for Eightfold.aicustomers and helps to deliver a phenomenal customer experience. 

This includes developing subject matter expertise within the Support team and driving cross functional engagement and collaboration across the organization. The successful candidate will be able to quickly gain an understanding of the Eightfold.aiproducts, platform, API, and internal applications. You will work on developing and maintaining internal support tools. This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills. You will build strong relationships with customer IT teams to ensure smooth product deployments and timely resolution of technical problems during the Pilot and Go-live phases of product deployment and continue to provide support during adoption and the end to end customer journey.

Responsibilities
Strategic role with global responsibilities in driving product supportability and adoption
Drive projects and programs with a view to improving customer experience, quicker issue resolution and delivering world class support 
Assist customers in solving problems related to Eightfold.aiproduct features, usability, technical issues, and product performance, including participation in all aspects of pre-sales, customer onboarding/development, diagnosing/resolving technical issues, and escalation support
Develop processes and tools to deliver world-class customer support
Work closely with engineering to translate customer feedback into potential fixes/enhancements
Mentor and coach teams to groom the next level of technical leadership
Achieve team targets for response times, service level, and customer satisfaction and other key performance indicators
Collaborate with team members across Technical Services, Customer Success, Product, Marketing, and Engineering as needed to resolve issues and deliver great customer experiences
Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders including your Manager, the Product Team, Technical Services, and Customer Success
Maintain and create detailed documentation through logging of support cases, email, and knowledge base articles for the customer and internal use
Work on projects that provide value to the department, Eightfold.ai, and the Self-Serve and Employer customer bases

Qualifications
At least 15+ years of experience in a Technical Support role
Domain expertise in Technical Support, Debugging, Troubleshooting, Programming, and Support Engineering in a SaaS environment
Previous experience with HR Tech domain and expertise in ML/AI technologies
A hands-on approach to problem solving and troubleshooting
Demonstrated ability to lead cross-functional teams and drive strategic and company-wide initiatives 
Strong customer focus and ability to deliver great customer experiences
A track record of meeting and exceeding KPIs and working well in team-based settings
Ability to drive global programs and product improvements
Expertise in designing and delivering training and enablement for the Support team, customers and other internal teams
Outstanding written and verbal communication skills
Strong troubleshooting and problem-solving skills
High personal productivity and excellent time management
Demonstrated ability to troubleshoot technical issues

Preferred Qualifications
Experience in a B2B supporting an Enterprise or SaaS-based application experience preferred
Experience in running cross-functional teams
Familiarity with applicant tracking systems, human resources, recruiting, employer branding, and the online recruitment advertising space
Familiarity with at least one programming language

We are a team of self-starters who excel in their fields. We believe in giving you responsibility, not a task. We want you to have ownership and pride in your work and see your work's positive impact on your colleagues, our customers, and the world. We believe in providing transparency and support so you can do the best work of your career.

Hybrid Work @ Eightfold:We embrace a hybrid work model that aims to boost collaboration, enhance our culture, and drive innovation through a blend of remote and in-person work. We are committed to creating a dynamic and flexible work environment that nurtures the collaborative spirit of our team. Starting February 1, 2024, employees residing near Santa Clara, California, or our Bangalore and Noida offices in India will return to the office twice a week.

Eightfold.ai provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability. 

Experience our comprehensive benefits with family medical, vision and dental coverage, a competitive base salary, and eligibility for equity awards and discretionary bonuses or commissions.

*Please note this role is open to all US locations and categorized as hybrid or remote depending upon location. The base salary ranges below are provided for pay transparency. Base pay is only one piece of our total compensation package as this role may be eligible for bonuses and equity awards. Compensation varies depending on a number of factors including qualifications, skills, competencies, and experience. Zones are determined by location. 

Zone A: SF Bay Area, CA and NYC, NY only. Base Salary Range: $126,750 to $169,000
Zone B: All other US locations. Base Salary Range: $107,250 to $143,000

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Our customer stories-https://eightfold.ai/customers/customer-stories/
Press-https://eightfold.ai/about/press