Frontline Support Engineer at Quora

San Diego, California, United States

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

EdTech, Cybersecurity, Child Safety TechnologyIndustries

Requirements

2+ Years of Technical Support Experience in a Fast-Paced Environment
Experience/familiarity with managing enterprise deployments of iOS, Microsoft and Chromebook devices
Previous Support Ticket Management Experience (Zendesk, FreshDesk) is desirable
Previous Experience working in a K-12 environment is desirable
Solid understanding of networking, server, and web technologies
Domain expertise with IT operations, application management and/or security/compliance is desirable
2+ years of experience in system or network administration is desirable
A degree in an IT, Computer Science or MIS discipline or equivalent experience
The ability to communicate effectively and efficiently to customers through written channels (ticket/chat/email) and over the phone
An innate curiosity to understand how systems work (and could possibly be abused)
A drive to find creative solutions to problems others may think are impossible to solve
Be able to “think outside the box” and be comfortable performing a wide variety of tasks
The ability to not only work but thrive under pressure

Responsibilities

Provide in-depth troubleshooting, diagnosis, and resolution of complex issues escalated to the support team
Own and manage cases to resolution, ensuring customer satisfaction
Serve as the customer's technical expert on the company’s products, services, and technologies
Advocate for customer needs and improvements in product quality, usability, and reliability based on firsthand support experience
Act as a voice of the customer during product planning and post-launch evaluations
Participate in cross-functional projects that enhance product performance, support tools, or customer engagement

Skills

Technical Support

Troubleshooting

Problem Resolution

Customer Advocacy

Product Expertise

Cross-Functional Collaboration

Quora

Global knowledge sharing and AI integration platform

About Quora

Quora is a global platform for knowledge sharing that attracts over 400 million unique visitors each month. It allows users to share insights on a wide variety of topics, creating a community focused on learning and connection. Users include individuals looking for information, experts sharing their knowledge, and businesses engaging with a knowledgeable audience. Quora also features Poe, a platform that combines several AI language models like GPT-4 and DALL-E 3, enabling users to chat and explore these technologies in one place. Unlike many competitors, Quora's business model relies on targeted advertising to its large user base, allowing it to continuously expand its offerings to meet user needs.

Mountain View, CaliforniaHeadquarters

2009Year Founded

$351.2MTotal Funding

LATE_VCCompany Stage

Consumer Software, AI & Machine Learning, EducationIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Company Equity

Remote Work Options

Unlimited Paid Time Off

Mental Health Support

Risks

Increased competition from Reddit and Stack Exchange could dilute Quora's user base.

AI-generated content may lead to misinformation without proper oversight.

Privacy concerns over data collection for ads could lead to regulatory scrutiny.

Differentiation

Quora integrates AI models like GPT-4 and DALL-E 3 through its Poe platform.

Quora's Writing Sessions offer a unique alternative to Reddit's AMA for expert Q&A.

Quora's partnership with Bombora enhances B2B audience targeting for advertisers.

Upsides

Quora attracts over 400 million unique visitors monthly, boosting its advertising potential.

AI-driven content moderation can improve user experience by reducing misinformation.

Personalized learning experiences through AI can enhance user retention and satisfaction.

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