Support Manager

About Chorus.ai

At Chorus.ai, we have pioneered Conversation Intelligence and are helping top revenue teams understand and improve their business conversations at scale.

We are a fast-growing, venture-backed, San Francisco, CA-based startup. We interface with top companies and help them achieve success on a daily basis.

  • We have raised over $55M from Emergence Capital, Redpoint Ventures and Georgian Partners.
  • Our customers include Adobe, AdRoll, Outreach, Qualtrics, Procore and many more world-class go-to-market organizations.
  • We’ve helped customers increase close rates by 35%, cut ramp times in half, and identify opportunities in how they sell that has generated tens of millions of dollars in value.

Support Manager
Location: San Francisco, CA

We’re the future of sales intelligence and the home for all sales, enablement, and operations leaders that strive to be growth catalysts. We are looking for a Technical Support Engineer who will take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution. The Support Engineer will also champion knowledge documentation so customers can self-solve questions.


WHAT YOU'LL ACHIEVE 

  • Work with our Customer Success team and Support Team to resolve technical issues for users.
  • Exceed customer expectations on response quality, timeliness of responses and overall customer experience.
  • Collect information, document and open bugs with Engineering for product issues that are impacting customers.
  • Create process for troubleshooting documentation in the support knowledge base.
  • Investigate issues using SQL, log files, and custom tools.
  • Develop and document new support procedures and scripts.

ABOUT YOU:

  • 5+ years of support engineer experience (SaaS experience is a plus!)
  • Robust experience running diagnostic reports. 
  • Strong SQL and MongoDB skills.
  • Experience working with Zendesk. 
  • Experience working with Linux systems (as a user, no system admin experience required).
  • Experience with site reliability engineering and security. 
  • Python scripting is a plus.
  • Cross functional team player with excellent and concise communication skills.
  • Outstanding analytical and organizational abilities.
  • Ability to remain calm, composed and articulate when dealing with tough customer situations.
  • BA/BS required. 


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