Senior Support Engineer in Hi Auto

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Hi Auto is the virtual assistant for restaurants.
We are developing an innovative, conversational voice-based AI for the restaurant world.
Its first skill is already being deployed at scale: automated order taking in Quick Service
Restaurants (QSRs) where it improves customer experience, increases sales, and reduces
employee stress.

Main Responsibilities

● Provide technical support to customers via various channels, including
phone, email, and chat, ensuring timely and effective resolution of their
inquiries and issues.
● Investigate, diagnose, and troubleshoot complex technical problems
reported by customers, offering innovative solutions and workarounds
when necessary.
● Serve as a subject matter expert on Hi Auto's products, understanding
their features, capabilities, and integration points to deliver
comprehensive support.
● Collaborate with cross-functional teams, including engineering, product
management, and quality assurance, to communicate customer
feedback, identify product improvements, and contribute to product
roadmap discussions.
● Develop and maintain a deep understanding of the underlying
technologies and architectures of Hi Auto's products, staying
up-to-date with industry trends and best practices.
● Document and maintain a knowledge base of technical solutions,
troubleshooting steps, and frequently asked questions to enable
self-service for customers and enhance the efficiency of the support
team.

Requirements

● Bachelor's degree in Computer Science, Engineering, or a related
technical field (or equivalent practical experience).
● Proven experience in a technical support or customer-facing role,
preferably in a software or technology company
● Strong troubleshooting and problem-solving skills, with the ability to
analyze complex issues and provide innovative solutions
● Solid understanding of Networking
● Experience with Linux and system administration
● Proficiency in Python
● Excellent verbal and written communication skills in English
● Qualities: Star performer, Team player, Fast, Strong ownership,
Passionate about their work, and great communicator.

Bonus:

● Experience with cloud platforms (AWS, Azure, Google Cloud) and
related technologies
● Experience with Kubernetes / DevOps

Why Us?

We are a group of experts in Conversational AI and Backend SW, solving
together unique technological challenges with creative practical and cutting
edge solutions.
We strongly believe in impact-driven employment where you can work from
wherever you're most comfortable and effective. Because of the myriad of
challenges and the fast pace, each team member gets to experience a lot of
professional growth and ownership.

Fully remote You can work from anywhere in the world.

Remote work policy

Fully remote

Candidates can reside anywhere in the world.

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