Technical Support Specialist

About Echo AI

Echo AI is the leading GenAI-native Conversation Intelligence platform that helps enterprises discover hidden insights, opportunities, and risks deep within their customer conversations. Echo AI is the first company to fully harness the power of Large Language Models (LLMs) to review every customer conversation and uncover hidden insights with human-level accuracy. By distilling complex customer interactions into actionable, high-level insights and trends, we empower businesses and their leaders to deeply understand what’s happening at the frontlines between their teams and their customers, enabling them to make rapid, bold decisions with total confidence.

About the position

As a Technical Support Specialist at Echo AI, you will play a crucial role in ensuring the satisfaction and success of our customers. You will be the first point of contact for customers seeking technical assistance, utilizing your expertise to diagnose and resolve issues promptly. Your responsibilities extend beyond issue resolution – you will also be a key contributor to the continuous improvement of our support processes and will work closely with cross-functional teams to enhance the overall user experience. 

**The working hours for this role will be standard U.S. business hours, but you must be based in Manila, Philippines or Iloilo, Philippines to be considered for the role.**

What you’ll do:

• Interface with customers via a variety of channels, responding to requests and resolving issues
• Become an Echo AI platform expert, identify common customer challenges, and work with higher tiers of Support to tackle any difficult issues that you may come across 
• Rotating weekend on-call support
• Be able to work with several different kinds of products/features provided by the service 
• Collaborate across teams, including Customer Success, Engineering and Product to solve problems and support our customers
• Plan, organize, and prioritize your work to uphold a high level of accountability

What you’ll bring:

• 2-4 years of experience in a customer-facing technical support role, preferably with a US-based, SaaS, high-growth company
• Strong problem-solving skills, with proficiency in SQL, Linux shell, understanding of Large Language Models (LLMs), and experience with Zendesk or similar platforms
• Professional working proficiency in English
• Exceptional written and verbal communication abilities, with the aptitude to convey complex technical details coherently
• Quick learner, able to grasp new technologies and products with ease
• Comfortable navigating ambiguity and thriving in a rapid-growth environment
• Demonstrated diplomacy, tact, and poise under pressure, essential for resolving customer issues effectively

At Echo AI, we believe diversity is critical to building a product that will serve the needs of all of our users. Pathlight is committed to building an environment where people of all backgrounds can do their best work. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

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