Experienced Technical Customer Support Specialist – AI-Driven Customer Experience and Technical Troubleshooting Expert

Welcome to blithequark At blithequark, we're pioneering a new era of innovation, harnessing the power of Artificial Intelligence (AI) to revolutionize universal healthcare, education, customer experiences, and the future of work. Our mission is to empower every team member with an AI Assistant, transforming companies into AI-driven organizations, workers into AI-enhanced professionals, and processes into AI-optimized, continuously improving systems. As the first GenAI enterprise application builder, we enable businesses of all sizes to build, perfect, and deploy AI assistants for complex tasks across various industries, including healthcare, finance, and HR, in a matter of minutes. About the Role blithequark is seeking a highly skilled Technical Customer Support Specialist to join our rapidly expanding team. As a key member of our customer support team, you will play a vital role in delivering exceptional support experiences to our growing customer base, ensuring they maximize the potential of our cutting-edge AI-driven products. You will collaborate closely with our Engineering, Customer Success, Product, Sales, and customer teams to drive successful outcomes, resolve complex issues, and provide tailored solutions to meet the unique needs of our customers. Key Responsibilities Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal Service Level Agreements (SLAs) Assist customers with new product features, configurations, and onboarding, ensuring a seamless transition and optimal utilization of our AI-driven solutions Educate customers on the use of blithequark product features, providing personalized training and support to enhance their understanding and proficiency Identify customer system health issues by analyzing key metrics and dashboards, devising and executing remediation plans, and coordinating with customers throughout the process Contribute to the development of customer help articles and internal playbooks/FAQs, sharing knowledge and best practices to improve overall support delivery and customer satisfaction Provide root cause analysis documents to explain high-impact incidents, ensuring transparency, accountability, and continuous improvement Collaborate with cross-functional teams across blithequark to drive product, process, and service improvements, leveraging customer feedback and insights to inform strategic decisions Provide level 1 and level 2 customer support, ensuring timely, effective, and personalized resolutions to customer inquiries and issues Essential Qualifications Professional presentation and interaction skills, with the ability to communicate complex technical concepts to both customers and internal teams Proven project planning and execution skills, with experience in implementing customer projects, including configuration and customization with integrations to SaaS-based systems Self-motivated and proactive approach to delivering exceptional customer service, with a strong focus on customer satisfaction and loyalty Highly organized and detail-oriented, with the ability to manage multiple issues and projects simultaneously, ensuring timely and effective resolutions Data-driven approach, with experience in utilizing metrics and objective measurements to assess success and identify opportunities for improvement Previous experience in Customer Success Management (CSM) or a similar role in a product-led or SaaS company is highly desirable Technical Skills Strong problem-solving skills, with the ability to troubleshoot and identify the root cause of complex technical issues Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management Experience in a customer-facing role, with a focus on Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), Knowledge technologies, or SaaS-based system integrations Experience Minimum 5+ years of experience in technical support, technical account management, technical customer support, or a similar role, with a focus on B2B and SaaS products Why blithequark? At blithequark, we're committed to fostering a culture of innovation, growth, and continuous improvement. By joining our team, you'll have the opportunity to shape the future of our company, while enjoying a supportive, dynamic, and collaborative work environment. We offer a range of benefits, including: Career growth opportunities, with a focus on professional development and advancement Engaging work culture, with a strong emphasis on teamwork, diversity, and inclusion Top-tier compensation, with a competitive salary range and generous equity package Comprehensive healthcare coverage, with a range of benefits to support your well-being Professional development stipends, to support your ongoing learning and growth Generous PTO policy, to ensure you have the time and flexibility to recharge and pursue your passions Our Culture and Values At blithequark, we're proud to be an equal-opportunity employer, committed to building a diverse and inclusive culture that celebrates authenticity and individuality. We believe in creating a workplace where everyone feels valued, respected, and empowered to contribute their unique perspectives and talents. Our values include: Customer-obsession, with a focus on delivering exceptional customer experiences and support Innovation, with a commitment to staying at the forefront of AI-driven technology and innovation Collaboration, with a strong emphasis on teamwork, communication, and mutual respect Continuous improvement, with a focus on learning, growth, and ongoing development What We Offer In addition to a competitive salary range of $95,000-$115,000, we offer a range of benefits, including: Generous equity package, with opportunities for long-term growth and wealth creation Comprehensive healthcare coverage, with a range of benefits to support your well-being Professional development stipends, to support your ongoing learning and growth Generous PTO policy, to ensure you have the time and flexibility to recharge and pursue your passions Conclusion If you're passionate about delivering exceptional customer experiences, driving technical innovation, and contributing to a fast-paced, people-focused team, we'd love to hear from you! At blithequark, we're committed to creating a workplace where everyone feels valued, respected, and empowered to contribute their unique perspectives and talents. Apply now to join our team and be a part of shaping the future of AI-driven customer experience and technical support.