Customer Support Agent, Remote US East Coast at Autogenai

Join AutogenAI – Revolutionizing Bid and Proposal Writing with generative AI AutogenAI is a leader in Generative AI SaaS, transforming how organizations create and optimize winning bids, tenders and proposals through cutting-edge natural language processing technology. We are one of the fastest-growing AI companies in the world, expanding rapidly to meet the increasing demand for AI-driven solutions across sectors. Our innovation stems from a belief that language technology will revolutionize business communication over the next decade. We empower our clients to grow faster and more efficiently by delivering bespoke AI language engines tailored to their needs, saving time, improving content quality, and boosting win rates in highly competitive markets. We drive AutogenAI’s growth by fostering a culture where innovation and ambition thrive, building a company where everyone can have a career-defining experience. As we scale, we invite passionate professionals to join our journey of innovation, helping shape the future of AI-powered business solutions. Job Summary: As a Customer Support Agent, you will be the first point of contact for our customers, ensuring they receive exceptional support and guidance on the AutogenAI platform. You will be responsible for addressing customer inquiries, troubleshooting issues, and collaborating with various teams to deliver a seamless customer experience. This role offers the opportunity to become an expert in our product, work cross-functionally with key departments, and directly contribute to customer satisfaction and retention This role must cover US East Coast hours between 8am - 5pm. What you'll be responsible for: • Providing Product Support: Become a product expert to address customer questions, providing accurate and prompt assistance via email, webform, phone and live chat. • Technical Aptitude: Research and identify appropriate JSON logs and traces to help identify root causes, and ability to discuss with 2nd line support. • Categorizing and Prioritizing Inquiries: Identify the priority of customer inquiries and categorise them to ensure efficient handling and assignment. Ensure that complex issues are escalated to the appropriate teams. Ability to provide timely and consistent updates to ticket requestors on the status. • Documenting Solutions and Creating Resources: Write and update knowledge base articles and internal documentation to help customers self-serve, reducing the volume of repeat inquiries and Support's resolution time. • Collaborating Across Teams: Work closely with Customer Success Managers, the Engineering team, and other departments to resolve issues, share feedback, and improve the customer experience. • Delivering Outstanding Customer Service: Strive to delight customers by providing a seamless, friendly, and effective support experience that builds trust and loyalty. • Tracking and Monitoring Issues: Document, track, and monitor problems to ensure timely resolutions, keeping customers informed throughout the process. • Adhering to SLAs and KPIs: Consistently meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain high standards of service quality. What You'll Bring to the Team: • Problem-Solving Skills: You possess a natural aptitude for troubleshooting and enjoy finding creative solutions to customer issues, ensuring swift resolutions. • Customer-Centric Mindset: A genuine passion for helping customers and a commitment to delivering exceptional service, ensuring they feel valued and heard. • Technical Proficiency: Strong computer literacy and the ability to quickly learn new software, enabling you to navigate and understand the AutogenAI platform. • Effective Communication: Excellent verbal and written communication skills, allowing you to convey complex information clearly and concisely to both customers and internal teams. • Adaptability and Initiative: Able to manage multiple tasks, and take initiative to improve processes and customer experiences. Requirements: • Experience: 3+ years of experience in a customer support role, ideally within the SaaS or tech industry. • Industry Knowledge: Familiarity with SaaS products, startups, and the customer support landscape, particularly in B2B environments. • Technical Skills: Comfortable using support tools and platforms such as Zendesk, Slack, Datadog and Linear. • Education: A bachelor’s degree or equivalent experience • Work schedule: We're hiring our 2nd US based Agent and the hours are 8am-5pm East Coast timezone. Monday through Friday, with 1 hour for lunch. • Technical Aptitude: Experience in reviewing, understanding and discussing programmatic log and trace results Preferred Qualifications: • B2B Technical Support Background: Demonstrated success in a B2B technical support role within a SaaS company. • Computer Science Degree: A degree in computer science or related technical field is advantageous. • Bid Writing Familiarity: Experience with bid writing and the associated processes. Compensation and Benefits: • Competitive Salary: $55,000 - $65,000 depending on specific experience and qualifications relevant to the role. • Performance Bonuses: Opportunities for performance-based incentives • Stock Options: Meaningful equity in the company. • Comprehensive medical/dental/life insurance: Insurance coverage for individuals and families partially paid by the company as well as opportunity to participate in pre-tax health Flexible Spending Account. • Retirement Plan: Ability to invest your pre-tax dollars in a 401(k) retirement plan with company matching contributions. • Paid Time Off: Unlimited paid time off — we measure performance by outcomes, not hours logged • Flexible Work Options: Remote • Paid parental leave: 16 weeks for the primary caregiver, 4 weeks for the secondary caregiver (after one year of year of service) • Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development. Values in Action: These aren’t just principles we print and forget – they’re how we work, how we treat each other, and how we deliver for our customers. They shape the company we are, and the one we aspire to become. • Customers, Always: Everything starts with our customers. We walk in their shoes, speak their language, and build for their delight and success. We win when they win. • Make It Happen: We move fast and take ownership. No waiting, no red tape – just action, urgency, and focus on outcomes. We ask for forgiveness, not permission. • Learn and Invent: We stay curious. We learn what we can from past masters - and make up the rest. Change is constant, and so is our growth. • Act Like Owners: Titles don’t solve problems - people do. We own challenges, break the rules when it’s necessary, and focus on what matters. • Turn It Up to 11: There is no “Good enough”. We raise the bar, push boundaries, and keep building. There’s always a next level. • Lead With Respect: We listen first, speak honestly, and value every perspective. Integrity, follow-through, and kindness matter. • Build Trust Through Transparency: We default to openness. We give feedback, share information, and assume positive intent - no secrets, no silos. Equal Employment Opportunity Statement: AutogenAI is an equal opportunity employer dedicated to fostering a diverse and inclusive workplace. We do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local laws. We encourage applications from individuals of all backgrounds, including those with disabilities and veterans. Our hiring decisions are based on qualifications, merit, and business needs. At AutogenAI we value the unique perspectives each employee brings and strive to provide an equitable environment. If you require reasonable accommodations during the application or interview process, please let us know, and we will gladly assist you.