Customer Support Engineering

Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Artificial Intelligence, Customer Relationship ManagementIndustries

Requirements

Candidates should possess a BE/B.Tech degree or equivalent experience, with 3-5 years of support experience. Proficiency in ReactJS (MERN), HTML/CSS, JavaScript/TypeScript, Python, SQL, and Golang is required. The role demands comfort in technical and non-technical conversations, strong problem-solving skills for technical, product, and business inquiries, and excellent English communication, both verbal and written. A collaborative and team-oriented mindset is essential.

Responsibilities

The Customer Support Engineer will triage bugs and feature requests, maintaining constant customer communication. They will analyze trends, test and train the DevRev bot regularly, and educate/empower users as a technical expert, answering product questions. Responsibilities include building and maintaining customer relationships, acting as a customer champion, and collaborating with product & engineering teams on customer requirements. The role involves writing customizations using specified languages, thinking outside the box for quick solutions, and supporting users round the clock. Building Q&A pairs for the bot, understanding customer signals to prevent churn, conversing profoundly to suggest value-add features, and collaborating with cross-functional teams like Sales, Customer Success, Product, Engineering, and Bots Engineering are also key duties.

Skills

Bug Triage

Feature Request Management

Customer Communication

Trend Analysis

Bot Testing

Bot Training

Technical Support

Product Knowledge

Customer Relationship Management

Customer Advocacy

Customization

Problem-Solving

Q&A Development

DevRev

Custom AI solutions for business efficiency

About DevRev

DevRev.ai focuses on enhancing business operations through its main product, Turing GenAI, which combines data engineering, knowledge graph, and customizable language model technologies. This tool helps businesses connect various departments like support, product management, and software development, allowing for smoother communication and collaboration. Clients can customize the AI solutions to fit their specific needs, whether they are small businesses or large corporations. Unlike many competitors, DevRev.ai emphasizes a tailored approach, ensuring that each solution is designed with a deep understanding of the client's unique challenges. The goal of DevRev.ai is to help businesses improve their efficiency and streamline their operations using advanced AI technologies.

Palo Alto, CaliforniaHeadquarters

2020Year Founded

$146.7MTotal Funding

SERIES_ACompany Stage

Enterprise Software, AI & Machine LearningIndustries

501-1,000Employees

Benefits

Hybrid Work Options

Flexible Work Hours

Risks

Competition from established CRM and AI companies like Salesforce and Microsoft.

Rapid AI technology development may render DevRev's offerings obsolete without innovation.

Potential data privacy concerns and regulatory scrutiny could impact DevRev's operations.

Differentiation

DevRev integrates development and CRM, bridging gaps between developers and customers.

The company offers customizable LLMs, enhancing AI-driven CRM solutions for enterprises.

DevRev's Turing GenAI combines data engineering and knowledge graphs for streamlined operations.

Upsides

Increased demand for AI-driven CRM solutions boosts DevRev's market potential.

Rising adoption of customizable LLMs expands opportunities for DevRev's Turing GenAI.

Recent $100M Series A funding indicates strong market confidence in DevRev.

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