Technical Support Engineer

MISSION
To represent HyperVerge and communicate with enterprise customers via telephone, or email for technical/general issues faced by them. To ensure that customer queries are resolved within the SLA and that customers are informed periodically about the status of issues faced by them

Skill Required – 2+ years of experience as a Support Engineer for a SAAS Product, Basic Programming Knowledge

OUTCOMES EXPECTED

  1. Customer Support
  2. Be the face of HyperVerge for Enterprise Customers on technical support. Ensure that their queries are responded to and resolved within the SLA
  3. Regularly update the customers on queries raised by them with an objective of keeping them informed about the state
  4. Issue Management
  5. Manage the life cycle of the issues reported by Customers through basic diagnosis, documentation of diagnosis and routing of the problem to relevant team
  6. Act like a representative of the Customer following up with the internal teams to ensure that the issues are resolved within the committed timeline
  7. Ensure Issue Resolution Dates are within internal SLA. If not, escalate it to the right team member as per internal Escalation Policies
  8. Product Understanding:
  9. Develop an in-depth understanding of HyperVerge's product and technology by troubleshooting, reproducing and determining the root cause for customer reported issues
  10. Work closely with Product and Engineering teams to find ways to improve the product
  11. Understand customer challenges and advocate for their needs with cross-functional teams like product management or software engineering
  12. Support Process Improvement
  13. Constantly aim to make the Support Process more efficient by automating regularly performed mundane task
  14. Work with Product Team for creation and maintenance of the Issues Run Sheet so as to make resolution of future issues more efficient
  15. Document each and every issue faced by the Customers with the aim of creating a Knowledge Base for future use
  16. Document troubleshooting and problem resolution steps

 
 
Who can apply:
Only candidates who:
  1. are an Engineering Graduate from CS/IT
  2. have at least 2 years of technical support experience for a SAAS Product
  3. are fluent in English (Verbal and Written)
  4. knows programming in at least 1 popular Programming language (Java, JavaScript, Python, etc)

WHY HYPERVERGE?
 
Be at the cutting-edge of technology
HyperVerge is among the top AI teams in the world with accuracies that surpass giants such as Amazon and Microsoft. It is a result of an amazing set of people who have the right attitude when it comes to solving challenging problems and have the necessary aptitude to solve them. This is what enables HyperVerge to stand as a profitable, financially independent, fast growing and contributing organization
 
 
Support for Inner Well-being
Most of the founding members daily practice some form of yoga/meditation. Work on one’s inner well-being is given a very high priority and the team is sensitive to the support an individual needs for such a lifestyle. Overall growth of individuals is always the most important priority
 
 
Challenges and Growth
A tremendous number of challenges lie ahead in converting a team of promising young people to an amazing organization over the next few decades. There will be no shortage of excitement. Every teammate, client win, revenue dollar, accuracy improvement, engineering improvement, product improvement, new country served is hard-earned and celebrated.
 
ABOUT US
HyperVerge, Inc. is a Silicon Valley based deep-learning startup funded by NEA, Milliways Ventures, and Naya Ventures. HyperVerge has developed patent-pending technology for real-time analysis of images and videos obtained from sources such as satellites, surveillance cameras, and documents. Our models lead the market with top accuracy values on many important data-sets and are optimized for deployments in low bandwidth environments. Deep-learning networks built by HyperVerge are powering applications for large enterprise clients in Financial Services, Defense, Energy and Security.
 
Links - Website, YouTube, Blog 


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