Senior Technical Support Engineer - AI at Podium

Lehi, Utah, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, AI, SaaSIndustries

Requirements

Customer-first mindset with strong empathy and exceptional problem-solving capabilities
At least 1 year of proven experience in software development or support engineering, ideally with AI technologies
Proficiency in programming languages such as Python, JavaScript, or similar, specifically related to AI and machine learning platforms
Ability to innovate and streamline processes in a dynamic, unstructured environment
Strong analytical skills with a data-driven approach to resolving issues
Experience in prompt engineering and familiarity with AI development tools like LangSmith
2+ years of experience in a related field (preferred)

Responsibilities

Troubleshoot and resolve complex AI-related issues, ensuring optimal utilization of Jerry's capabilities
Act as a senior point of escalation for validating AI product-related issues within support
Develop and refine feedback loops in collaboration with the Product team to continuously enhance AI functionalities
Create and maintain comprehensive internal documentation and training materials for support teams, emphasizing best practices and detailed product insights
Collaborate with Customer Success, Onboarding, and Integration teams to tailor the AI agent for individual client specifications
Code and implement light fixes and enhancements directly, working closely with Product and Engineering teams
Champion the Voice of the Customer by relaying organized qualitative and quantitative feedback to engineering, product, and cross-functional teams to refine Jerry

Skills

Prompt Engineering

LangSmith

Troubleshooting

Documentation

Light Coding

Customer Support

Feedback Loops

Playbooks

Podium

Streamlines local business communications and payments

About Podium

Podium delivers a multi-product platform specifically designed for local businesses, combining AI technologies to enhance communication, facilitate payments, and manage text marketing campaigns effectively. The company's robust features, including review generation, webchat, text messaging, and phone call management, not only optimize day-to-day operations but also drive local business growth. Working at Podium offers the opportunity to contribute to innovative solutions that make significant impacts in how local businesses engage with their customers and manage their services efficiently.

Lehi, UtahHeadquarters

2014Year Founded

$407.2MTotal Funding

SERIES_DCompany Stage

Enterprise Software, Fintech, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Open and transparent culture

Remote first work setting for Engineering & Product

Great opportunities for career growth

401(k) with a competitive matching contribution plan

Unlimited vacation (yes, we want you to have a work-life balance)

Great medical, dental, vision benefits

Lots of Swag

Risks

Twilio's acquisition of Zipwhip may increase competition in business texting services.

Strategic shifts by new CMO Pauline Reader might not align with customer expectations.

Podium's exposure to the water heater market could face demand fluctuations and regulatory changes.

Differentiation

Podium offers a unique messaging platform tailored for local business interactions.

The platform integrates seamlessly with various communication channels for unified customer experiences.

Podium's tools enable businesses to gather online reviews and enhance customer relationships.

Upsides

Podium's partnership with Bradford White enhances its reach in the contractor market.

The rise of SMS marketing with a 98% open rate benefits Podium's messaging platform.

Integration with AI-driven chatbots boosts customer interaction and satisfaction for Podium users.

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