Technical Support Engineer
Technical Support Engineer
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USD 110000 - 115000
1 Vacancy
Job Description
LILT in the News
List #52 in The Software Reports Top 100 Software Companies!
LILT makes it onto the Inc. 5000 List.
AI Day Spring 2025 Webinar Revolutionizing Content with AI Agents.
LILTs co-founder John Denero and employees Joern Wuebker and Thomas Zenkel were approved for U.S. Patent for their neural word alignment process significantly advances machine translation by preserving formatting accuracy.
Check out all our news on our website.
About LILT
LILT was founded by Spence and John who met at Google working on Google Translate and saw the need for better AI-powered translation in the enterprise. Since 2015 LILT has focused on building cutting-edge language technology investing early in Large Language Models to improve translation quality and meet the demands of global organizations.
Today LILTs Contextual AI Engine Connector APIs and Human Adaptive Feedback deliver accurate nuanced translation across text video and speech in 100 languages. Integrated with 100 business systems LILT helps enterprises scale global growth and deliver seamless multilingual experiences. We are trusted by Intel Corporation Canva the United States Department of Defense the United States Air Force ASICS and hundreds of global Enterprises. LILT is backed by visionary investors including Intel Capital Sequoia Capital and Redpoint.
Where Youll Work
Get the best of both worlds at LILT! Dive into dynamic in-office energy 2 days a week sparking creativity and forging bonds with your awesome team. Then seamlessly shift gears and crush your to-do list from the comfort of your home base for the rest of the week. Its the perfect harmony of productivity and personal freedom. Want a peek inside Visit our Careers page!
This position is based out of our Emeryville CA office and will be expected to work in the office in a hybrid capacity.
Authorization to work in the U.S. is a precondition of employment.
What youll do
We are seeking a highly motivated and skilled Technical Support Engineer to join our customer support team. As a Technical Support Engineer for the Lilt platform you will work directly with our customers and linguists to help them resolve the issues they face while working with the platform and help LILT improve its AI platform. You will be the face of the company externally when discussing solutions and building relationships with our customers and providing valuable feedback internally to our engineering teams to help improve our products and services. You will collaborate closely with our production and customer success teams and leverage your technical abilities to ensure timely delivery of projects to our customers. The role also provides you the opportunity to build fix and create tools and features that have a direct impact on both internal and external users that depend on our product every day.
Its a great opportunity to learn a technically complex customer-oriented product from the inside-out. Every day brings exciting and new challenges!
Responsibilities:
Be a key source of knowledge on the LILT platform and APIs the underlying web-stack technologies and industry-standard integration methods and best practices.
Interact regularly with Engineering Production and cross-functional management on high-profile technical issues to the product support team.
Reproduce customer issues file bug reports and coordinate the delivery of fixes.
Analyse customer data including log files stack traces browser traces and thread dumps.
Be an internal product advocate track product processes and contribute to the platform feeding back feedback and issues you get back from LILT platform users
Author knowledge base articles and drive internal knowledge-sharing initiatives.
Be prepared to work in a 24x5 shift environment
Who you are:
You are creative courageous and have strong problem-solving capabilities
You can adapt to change quickly while dealing with many varied technical support requests and challenges
You are highly technical with an interest in internet technologies and knowledge of technical processes (think SQL / HTML / JavaScript / PHP / Java / Scripting).
You are self-driven flexible and have the ability to maintain high levels of productivity with minimal supervision; taking accountability for your work and results delivered.
Youve had exposure to uncertain situations and show a history of dealing with ambiguity successfully
You make quick informed decisions under pressure and prioritize appropriately based on urgency necessity and both internal and external requests.
Skills and Experience:
Excellent customer service and problem solving skills
Ability to quickly diagnose multi-task and resolve customer issues
Must be able to research application database application code and knowledge base and recreate issues to provide customer solutions
Effectively communicate with customers as required: keeping them informed of incident progress and maintaining records of customer interactions including actions taken - in written and sometimes in a meeting conference call
Must be able to work independently and as a member of a team
STEM degree preferred but not required
Experience with a monitoring tool like Datadog is required
Experience within the localization industry and multiple languages is a plus
Experience in a Technical Support team setting (preferably in enterprise application software support) for more than 2 years
SQL/Relational Databases - minimum 2-5 years
Linux environment and kernel - minimum 2-5 years
Scripting (i.e. Bash Python etc.) - minimum 2-3 years
Benefits:
Compensation: At market salary meaningful equity 401(k) matching and flexible time off plus company holidays
Medical Benefits: Employees receive coverage of medical dental and vision insurance and more. In addition LILT pays for basic life insurance short-term disability and long-term disability
Paid parental leave is provided after 6 months.
Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle
Information collected and processed as part of your application process including any job applications you choose to submit is subject to LILTs Privacy Policy at LILT we are committed to a fair inclusive and transparent hiring process. As part of our recruitment efforts we may use artificial intelligence (AI) and automated tools to assist in the evaluation of applications including rsum screening assessment scoring and interview analysis. These tools are designed to support human decision-making and help us identify qualified candidates efficiently and objectively. All final hiring decisions are made by people. If you have any concerns or require accommodations related to the use of AI in our hiring process please let us know at
LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individuals race religion color national origin ancestry sex sexual orientation gender identity age physical or mental disability medical condition genetic characteristics veteran or marital status pregnancy or any other classification protected by applicable local state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.
Employment Type
Full-Time
