Technical Support Engineer

About Siena

Siena is building enterprise empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform.

If you're excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI.

Some of our values

• We put customers first: We work hard to understand our customers. We try to put ourselves in their position and do more than they expect.
• We're direct and honest: We believe in straightforward, truthful communication. We say what we think, clearly and respectfully.
• We try new things: We're not afraid to do things differently if it means finding better solutions.
• We step up: When we see a chance to make a difference, we take it. We trust ourselves to decide and take responsibility for what happens.
• We keep improving: We're always looking for ways to do better and be better at what we do.
• We're quick on our feet: We adapt to changes and challenges. We see them as chances to learn and grow.
• We stay curious: We ask questions and explore new ideas. What we learn helps us keep growing.
• We own it: We're all owners here. We take charge, make the call, and own the outcome.

Job Overview

As Customer Support Engineer you will be responsible for providing exceptional customer support, troubleshooting technical issues, and offering insights for the continuous improvement of our AI products. This role demands a blend of technical acumen, problem-solving skills, and a customer-centric approach.

Key Responsibilities:

1. Customer Service: Deliver high-quality support to customers via phone, email, and chat. Respond to customer inquiries in a timely and accurate manner.
2. Technical Support: Troubleshoot and resolve technical issues related to our AI products and services. Guide customers through problem-solving processes.
3. Product Knowledge: Maintain up-to-date knowledge of our product features, capabilities, and updates to provide informed support.
4. Feedback Collection: Gather and relay customer feedback to the product development team for future enhancements.
5. Documentation: Accurately document customer interactions, issues, and resolutions in our CRM system.
6. Collaboration: Work closely with the technical and product teams to stay informed about product changes and contribute to product improvement discussions.

Required Qualifications:

• Minimum of 3 years in customer support for SaaS or technical products. Experience in the AI industry is a big plus.
• Strong communication and interpersonal skills.
• Proficiency in problem-solving and troubleshooting.
• Ability to work in a fast-paced, remote environment.
• Understanding of ChatGPT and technical products.

Benefits

• Flexible work location: At Siena you have the flexibility to work from wherever you're most productive and inspired — be it your home office or a your favorite local workspace.
• Flexible hours: We believe in giving you the autonomy to design your workday in a way that fits your life and maximizes your productivity.
• Competitive compensation: We offer competitive salaries and equity packages because we believe in rewarding your contributions to our shared success.
• Generous PTO: With unlimited paid time off and a minimum of 15 days off per year, you'll have ample opportunity to recharge, travel, or pursue your passions outside of work.
• Learning & development budget: We provide an annual stipend for you to continue growing professionally and personally. We're committed to investing in your growth and development.

At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. If that’s you, we look forward to your application.

Siena provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.