Associate Technical Support Engineer

We are Veritone

We are driven by the belief that Artificial Intelligence is mankind's greatest invention. It is the key to building a safer, more vibrant, transparent, and empowered society. We are determined to be an active contributor to shaping our future for the better. We care about the ethical implications of AI and the prosperity and well-being of all individuals, as well as the growth and continued successes of our employees, customers, and partners.

**What You'll Do**:

- We are a growing software company and looking for a positive, outgoing, self-motivator to join our Support Team as a Support Associate who will report to the Customer Support Manager. This role will be based in remote based and work hours that allows Veritone support to be staffed 24/5.
- The Customer Support Associate assists in operational tasks required to process client content and provides ongoing support of client-specific workflows. This person can detect system issues, will help customers learn to leverage the platform for the best experience while promoting self-sufficiency, and will be an advocate for clients when escalating issues both internally and externally.

**Responsibilities**:

- Act as the company gatekeeper
- Work with customer success managers to ensure proper customer service is being delivered
- Triage and troubleshooting product or service problems by validating the customer's issue, aiding in determining the root cause of the incident, escalating to Tier 2 support as needed, providing a workaround as necessary; tracking issue resolution and maintaining communication with the affected user(s).
- Ensure that customer issues are assigned accordingly and handled appropriately, leading client correspondence throughout the triage process and working with various departments, clients, and vendors as needed.
- Required participation in an after hours on-call rotation.
- Follow communication procedures, guidelines and policies to meet client SLAs
- Submit bugs and issues to engineering teams and assist with managing client expectations on issue resolution.
- Detailed documentation of triage run-books and issue resolutions to further harden processes and systems.

**What You'll Need**
- The Customer Support Associate must be a driven, highly technical, and creative problem solver that is prepared to be on the frontlines of the customer experience.

**Minimum Qualifications**
- Associate's degree or 2+ years relevant experience.
- Strong written, verbal, and interpersonal skills along with a positive attitude and desire to provide helpful service.
- Ability to learn quickly, problem solve, and make effective decisions in a fast-paced environment under high-pressure situations.
- Ability to multitask, prioritize objectives, and manage time effectively
- Proficient with both Mac and PC systems.
- Familiarity with various types of digital media from text and images to audio and video.

**Preferred Experience**:

- Experience with Microsoft Office tools
- Experience with CRM and/or ticketing systems and practices
- Experience supporting SaaS enterprises using Agile methodology
- Experience with non-linear editing systems and familiarity with recording mediums
- Understanding of EPC and workflow diagrams
- Ability to provide step-by-step technical instructions -written, verbal, and screen sharing
- Proven ability to efficiently and effectively interface partners or clients, with the ability to diagnose and troubleshoot basic technical issues and engage with other internal groups to solve more complex issues

**What's In It For You**:

- A competitive compensation package.
- Stock Options.
- Flexible Time Off.
- Quality benefits: medical, dental, vision, 401K.
- An opportunity to be a part of the next big thing in artificial intelligence

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

(Colorado Only*): Minimum annual salary of $49,399.00. This base pay is for illustrative purposes only and will be determined based on skills and experience comparable to the job requirements. This position may be eligible for additional compensation and benefits including but not limited to: incentive compensation; health benefits; retirement benefits; life insurance; paid time off; parental leave and benefits; and other employee perks and benefits.
- Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired in Colorado.

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