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    Second Line Customer Support Engineer - New York, United States - Speechmatics Limited

    Speechmatics Limited
    Speechmatics Limited New York, United States

    2 weeks ago

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    Description

    **Second Line Customer Support Engineer**

    at Speechmatics New York, New York, United States **Who we are:**

    Speechmatics are global experts in deep learning and speech recognition, providing technology that understands every voice. We have built the most accurate and inclusive speech-to-text engine available, which is now working with an amazing mix of global companies. We are VC backed, in the final stages of series A fundraising.

    Joining us means working with some of the smartest minds around the world, focused on cutting-edge projects and deploying the latest techniques to disrupt the market. We believe in putting people first; well do all we can to help you develop your skills and give you the tools you need to thrive. We support people to work wherever they work best and also understand the importance of coming together to collaborate, socialise and build relationships.

    This is only the beginning; were looking for amazing people like you to continue our journey

    **The Role**

    This is an exciting opportunity for someone who is looking to develop their career by working as part of an agile, innovative, fast-growing business.

    As a Second line Customer Support Engineer, you will provide excellent levels of technical support to our customers both internal and external. You will collaborate closely with our skilled R&D teams to help resolve software and system issues rapidly and address any customer requests or issues. You must possess excellent communication, analytical and problem-solving skills along with a strong technical acumen to contribute to delivering the highest level of problem resolution and service excellence.

    This is a great opportunity to build your technical skills and the opportunity to learn a wide range of technologies related to cloud and on-premises speech recognition software and services.

    No prior experience of speech recognition is necessary; Speechmatics has a team of speech recognition engineers who will collaborate on all speech recognition related software and feature upgrades and your colleagues will help to guide and teach you any specialised knowledge required to keep Speechmatics running smoothly.

    **What youll be doing:**

    Providing all levels of customer support for Speechmatics product offerings.

    Working with the wider teams to investigate, fix and deploy patches to the field rapidly.

    Supporting internal infrastructure where necessary.

    Take an active part in the continuous improvement of the Support teams methods, processes and documentation/knowledge base.

    Collaborate with other teams on company-wide projects as a representative of the support team, and our customers.

    Onboard new customers ensuring their products are licensed swiftly and in-line with their contract terms.

    Act as the voice of the customer to record and escalate requests for fixes and enhancements to our products.

    **Who we are looking for:**

    A genuine passion for providing excellent levels of customer support.

    Ability to empathise with customers and understand their issues, concerns and any service/s impact from their perspective.

    Ability to follow and contribute to improving internal processes.

    A Can do attitude whilst always being detail and quality orientated.

    Strong repeatable, logical troubleshooting and problem-solving abilities.

    Commercial experience of administering Linux systems via the command line.

    Experience with Bash, curl, json, Python and/or other scripting/programming languages.

    Excellent communication skills, both verbal and written, enabling professional, concise and accurate communication with all types of customers internal or external, corporate or individual.

    Ability to multitask and prioritise appropriately.

    A desire to develop and learn new skills.

    Ability to manage your own ever-changing workload, both ticket and project driven.

    Ability to work as part of, and contribute to, the success of the Support team and Speechmatics.

    Ability to mentor and knowledge share with other members of the team to help them understand and become more proficient.

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