About the job
Persona is the company top startups use to hire people from all around the world. Our vision is a future where each person can find the best role for them and companies can discover the world’s best talent. Founded by two Stanford University graduates, Persona works with the world’s fastest-growing technology startups. Our clients are funded by some of the world’s top investors, like Founders Fund, Sequoia Capital, and Andreessen Horowitz.
Persona is a talent agency that recruits, trains, and staffs talented remote professionals such as yourself. This is an opportunity to work closely with the future Googles, Facebooks, and Amazons of the world—building out their organizations and helping them reach the next level of success.
We support everyone we hire with training, mentoring, and technology resources so they are enabled to do their best and are as happy as possible in their roles. We have a large international team dedicated to supporting and taking care of new Persona team members, and our goal is to provide excellent long-term career opportunities for everyone who joins the team.
Who’s building Persona?
We are a global team of passionate problem solvers who love to build new things and make our customers happy. Our team is made up of motivated, hard-working people spanning the globe, united by a culture of learning and continuous improvement.
What we’re looking for:
We are looking for Technical Support Engineers to ensure smooth operation of our platforms and related solutions. As a Technical Support Engineer you'll be a critical problem solver, liaising directly with clients post-implementation, providing expert assistance, resolving technical and business queries, and ensuring success.
Responsibilities—what you'll do:
- Serve as primary contact for clients post-implementation.
- Continually deepen your understanding of the product and stay updated on emerging technologies.
- Address technical and business inquiries regarding product functionality, implementation, training, software configuration, user-specific issues, and other company-related matters, adhering to our service level agreements and quality standards.
- Handle requests for product maintenance such as improvements and adjustments to machine learning models.
- Communicate with customers via support portals or video conferencing, clearly articulating solutions and offering guidance on the capabilities of our platform.
- Work closely with the product and engineering teams to identify and prioritize issues, develop customer solutions, and report on technical support trends.
- Enhance the knowledge base and help center content by integrating insights from customer support interactions.
- Partner with other teams to provide insights on support trends
Requirements:
- Familiarity with Python and SQL is a must
- Experience with customer support tools such as Zendesk and Salesforce is a plus
- In-depth knowledge of databases and familiarity with BI/analytics tools
- Proficient analytical and problem-solving skills, with experience in using monitoring and logging systems
- Proficiency in other programming languages such as Bash or JavaScript is a plus
- Excellent verbal and written communication skills, including active listening, conflict resolution, and customer empathy
- Proficiency in using troubleshooting APIs and applying API documentation effectively
- Fully fluent in English
- Skilled in the use of apps and technology
- Ability to commit long-term and full-time
- Ability to work U.S. business hours (Pacific Time, Central Time, or Eastern Time)
- This is not a short-term, part-time, or freelancing role. We only accept serious, career-oriented candidates.
Other qualities we look for:
- Track record of success at work or in school
- An ability to solve complex problems with minimal guidance
- Experience in high performance work or school environments
- Skilled at anticipating team members’ needs
- Willingness to work hard and persevere
- Intellectual curiosity and resourcefulness
- Professionalism
What we offer:
- Best salaries in the industry
- Permanent ability to work from anywhere in the world
- Opportunities for growth and advancement
- A fast-paced and collaborative environment
- Warm and friendly company culture
- Full benefits
Benefits at Persona:
- Health insurance
- Unlimited paid time off (paid sick and vacation leaves)
- Annual bonuses based on performance
- Monthly tech allowance
- Opportunity to be paid in your currency of choice
- Others depending on seniority
This is a full-time and long-term role, dedicated exclusively to serving one of our clients. We are looking for individuals who are ready to fully commit their time and energy to one company and grow and develop along with that company. All roles at Persona are 100% work-from-anywhere (work from home or wherever it suits you best). If this is your first time working for a U.S. company, that’s okay; we provide guidance and assistance getting set up as a remote professional. Once hired, we will carefully match you to a client company of ours that perfectly suits your career background, skills, and goals.
In case you or any exceptional people you know are exploring other roles, our rapidly growing company is also looking for new team members with backgrounds in administration, bookkeeping, accounting, finance, project management, operations, recruiting, human resources, content writing, social media management, research, executive assistance, customer service, customer support, technical support, data management, video editing, sales, account management, marketing, and design.
Visit our website for more information: https://www.personatalent.com/
