Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.
Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies.
Our seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.
Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.
The Role:
At Aisera, we’re building a world-class Customer Support team, where each individual loves to move fast, be challenged, and is obsessed with making our customers wildly successful. You will partner closely with internal teams to help bridge business and technology, helping customers realize the art of the possible with cutting-edge Conversational AI.
A Technical Support Engineer is a problem-solving expert dedicated to maintaining and improving the functionality of our products. The ideal candidate will not only have technical prowess but also possess a customer-centric mindset to provide quick and effective solutions, maintaining a high level of customer satisfaction. Your job is to handle the issues and service requests our customers submit with an eye to solve challenges once so they do not re-occur. You will handle all incoming Technical support requests across our product line, customer list and technology stack to deliver business outcomes with high satisfaction. You’ll be expected to be resourceful, a selfless team player, and regularly go above and beyond your “day job”. The upside is that this is a highly visible role with unbound growth opportunities.
This role is based out of our Palo Alto, CA office, and an Onsite interview is required as part of the process (with some flexibility to WFH).
Responsibilities:
- Resolve customer questions or problems in system configuration/setup and product functionality, including fixes or enhancements
- Serve as the primary support liaison between the Company and customers.
- Provide excellent technical and customer service; strong communication skills are required.
- Troubleshoot complex technical issues by performing product testing and customer issue replication.
- Contribute towards the achievement of team goals and objectives.
- Work directly with sustaining engineering and development teams to resolve complex issues.
- Share feedback with product and engineering teams regarding product supportability and customer pain points.
- Assist other Technical Support Engineers with difficult and complex issues, fostering a collaborative environment.
- Perform other job duties as directed by leadership.
Qualifications:
- 8+ years of experience in a technical support role, preferably in a SaaS environment.
- Strong understanding of REST APIs and experience in troubleshooting API-related issues.
- Proficiency in scripting languages (e.g., Python, JavaScript, Bash) for automating tasks and processes.
- Knowledge of security standards (authentication/authorization) & practices including OAuth, SAML, and SSO.
- Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and customer support tools.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong communication skills to explain technical concepts to non-technical users.
- Familiarity with cloud computing platforms (e.g., AWS, Azure).
- Knowledge of Generative AI and Prompt Engineering is a plus.
- Excellent interpersonal and communication skills.
- Strong technical troubleshooting skills.
- Ability to work well with others as part of a team.
- Bachelor’s or higher degree in computer science, engineering, or related technical field
Preferred Qualifications:
- Excellent time management, decision making, and organizational skills.
- Strong knowledge of networking and scripting.
Aisera is Global and our success draws upon the diverse viewpoints, skills and experiences of our employees. We are proud to be an equal opportunity employer and are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.
At Aisera, we strive to design equitable and explainable compensation programs. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience.
Bay Area, CA
$120,000—$150,000 USD
Top Skills
What We Do
Aisera is a leading provider of enterprise Generative AI apps and a platform that helps enterprises accelerate revenue growth, improve user productivity, lower costs, and create magical user experiences.
Our products - AiseraGPT, AI Copilot, AI Search, and Agent Assist - are built on our Generative AI Platform that serves as the fundamental building block for enterprise GenAI applications. Aisera leverages a TRAPS framework (Transparent, Responsible, Auditable, Privacy, and Secure) to meet stringent data governance requirements while adhering to the highest standards of Responsible AI.
Aisera products deliver human-like interactions with a multi-modal interface, providing contextually rich conversations that boost user productivity. With pre-trained, domain-specific LLMs grounded in customer data, our products offer higher accuracy, fewer hallucinations, and increased resolution rates. They address critical industry challenges, spanning a wide range of solutions, including AI-driven software engineering, code generation, content and knowledge creation, workflow automation, and natural language AI-powered analytics.
AiseraGPT automates knowledge retrieval and repetitive tasks, while AI Copilot serves as a personal companion for answering questions, analyzing data, and completing tasks. Agent Assist provides real-time assistance for agents, including case summarization, recommendations, and next best actions, through an embedded UI widget in SaaS applications like ServiceNow, Salesforce, Workday, and more. Aisera’s AI Search allows users to perform secure, private, and permissions-aware enterprise-wide searches using natural language, generating answers, summaries, and micro-actions to boost efficiency.
Aisera provides a Universal Bot with a unified interface to resolve user requests across all domains, including Engineering, HR, IT, Sales, Marketing, Customer Service, Life Sciences, Healthcare, Financial Services, and Retail. Aisera compliments these offers with action bots that are built-in with customizable AI Workflows through an Event and Visual Studio to take action and automate business processes.
Aisera technology is based on an Agentic and reasoning architecture that can perform intentless and intent-driven natural language requests across unstructured and structured databases, business apps, and systems of records. Users benefit from a default large context window, personalized responses, and summarizations.
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