Technical Support Engineer

📋 Description

• • Join AirOps, a pioneering force in content engineering for the AI era, and play a pivotal role in ensuring our most valuable customers achieve maximum success with our cutting-edge platform. As a Technical Support Engineer, you will be instrumental in two critical areas: proactively maintaining and optimizing complex workflows for our high-value clientele, and delivering expert-level technical support to resolve issues and guide users. This is a unique opportunity to be at the forefront of AI-driven marketing technology, working with leading brands like Ramp, Chime, Carta, and Rippling, and contributing to a company experiencing hyper-growth.
• • Your primary responsibility will be proactive workflow maintenance. This involves conducting regular, in-depth workflow reviews across your assigned portfolio of customers. You will meticulously audit existing workflows to ensure they are leveraging the latest AI models, adhering to best practices, and are configured for optimal performance. A key aspect of this role is the ability to update and migrate customer workflows to the newest model versions and recommended architectural patterns. You will collaborate closely with our Solutions Architects to guarantee that customers are always benefiting from the most current and effective workflows. This collaboration extends to coordinating seamless migrations whenever new models, features, or significant platform updates are released. You will be the primary communicator of these recommended changes, clearly outlining timelines, expected impacts, and the value proposition to our customers, ensuring they are informed and prepared for any transitions.
• • In parallel, you will excel in technical support excellence. This means becoming a trusted technical advisor for our customers, adept at troubleshooting complex workflow issues that arise. You will guide customers who are building on the AirOps platform, offering expert advice on best-practice architectures and implementation strategies. Your ability to diagnose and resolve intricate problems across APIs, data flows, and workflow orchestration will be crucial. You will dive deep into customer challenges, identifying root causes and implementing effective solutions that restore functionality and enhance user experience. This dual focus on proactive optimization and reactive problem-solving ensures a consistently high level of service and customer satisfaction.
• • This role demands a blend of technical acumen, strategic thinking, and exceptional customer-facing skills. You will be empowered to make a significant impact by directly influencing customer success and retention. By ensuring our customers' content engineering strategies are robust, efficient, and aligned with the latest AI advancements, you will help them maintain a durable competitive advantage in the rapidly evolving discovery landscape. You will be a key player in helping brands get found and stay found in an AI-driven world. Your work will directly contribute to AirOps' mission of empowering the next generation of marketing leaders with intelligent systems. You will be an integral part of a fast-paced, innovative environment, working with a team that values quality, curiosity, and making our customers heroes. This is more than just a support role; it's a strategic partnership with our most important clients, ensuring they harness the full power of AirOps to achieve their business objectives and navigate the future of marketing.