Senior Support Engineer Jobs

What you’ll do

As a Senior Support Engineer at Lilt, you will spend your time making our customers successful and translators happy by helping to improve our internal tools and processes. You will serve as the primary point of contact for Lilt customers and translators to assist in resolving platform and payment issues. You will collaborate closely with our front-end, back-end, and research teams and leverage your database and scripting abilities, deep technical knowledge of the product, positive attitude, and customer-facing communication skills to provide effective solutions. The daily responsibilities provide you the opportunity to build, fix, and create tools and features that have a direct impact on both internal and external users that depend on our product every day.

It's a great opportunity to learn a technically complex, customer-oriented product from the inside-out. Every day brings exciting and new challenges!

This position is based out of our Indianapolis office and will be expected to work in the office in a hybrid capacity.

Skills and Experience:

• Must be able to research application database, application code and knowledge base and recreate issues to provide customer solutions
• Attention to detail and ability to multitask
• Excellent interpersonal and customer service skills
• Effectively communicate with customers as required: keeping them informed of incident progress and maintaining records of customer interactions including actions taken
• Multilingualism is a great asset
• Skilled in troubleshooting reported issues and providing problem resolution
• Excellent spoken written English skills
• Must have a High School Diploma or GED - Technical degree or Technical Certification(s) a plus
• Experience in a Help Desk setting (preferably in a software or IT environment) - minimum 1-2 years
• Ability to identify, create and update processes and procedures in knowledge base to assist in more efficiently resolving future issues
• Must be able to work independently and as a member of a team
• Escalate customer issues that require engineer level support
• Ability to quickly diagnose and resolve customer issues
• Strong problem-solving and critical thinking skills

Technical Skills

• Database - minimum 1-2 years
• Linux environment and command - minimum 1-2 years
• Jira/Confluence/Atlassian a plus
• Scripting (i.e. Bash, Python, etc.) - minimum 1-2 years
• SQL - minimum 1-2 years

Benefits:

• Health care: Employees receive coverage of medical, dental, and vision insurance.
• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle.
• Compensation: Competitive salary with opportunity to earn on-target earnings (OTE), meaningful equity, and 401(k) matching.

Who we are

Lilt is the leading AI solution for enterprise translations. Our stack made up of our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback enable global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs. With Lilt, innovative, category-defining organizations like Intel, ASICS, WalkMe, and Canva are using AI technology to deliver multilingual, digital customer experiences at scale.

Our founders, Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone. They were amazed to learn that Google Translate wasn’t used for enterprise products and services inside the company and left to start a new company to address this need – Lilt.

At its core, Lilt has always been a machine learning company since its incorporation on March 6, 2015. At the time, machine translation didn’t meet the quality standard for enterprise translations, so Lilt assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, Lilt has prioritized investments in Large Language Models, believing that this foundation was imperative to the future of enterprise translation.

As a result, Lilt’s AI technology foundation is similar to ChatGPT and Google Translate, before our patented Contextual AI Engine, connector-first approach, and human-adapted feedback.

Our team is located globally in San Francisco, Indianapolis, London, and Berlin with hubs located in Washington DC, NYC, and Boston.

Authorization to work in the U.S. is a precondition of employment.

Lilt is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual’s race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.