Customer Support Engineer at LILT

Job description

ABOUT LILT AI is changing how the world communicates — and LILT is leading that transformation. We're on a mission to make the world's information accessible to everyone, regardless of the language they speak. We use cutting-edge AI, machine translation, and human-in-the-loop expertise to translate content faster, more accurately, and more cost-effectively without compromising on brand, voice, or quality. At LILT, we empower our teammates with leading tools, global collaboration, and growth opportunities to do their best work. Our company virtues—Work together, win together; Find a way or make one; Dance in the customer's shoes; Quicker than they expect; Quality is Job 1—guide everything we do. We are trusted by Intel Corporation linkedin.com, Canva linkedin.com, the United States Department of Defense linkedin.com, the United States Air Force linkedin.com, ASICS linkedin.com, and hundreds of global Enterprises. Backed by Sequoia, Intel Capital, and Redpoint, we’re building a category-defining company in a $50B+ global translation market being redefined by AI. We are looking for a curious and detail-oriented Customer Support Engineer to help our linguists and platform customers get the most out of LILT. You will be the first line of support for platform users, evaluating incoming requests, resolving what you can, and routing what you cannot to the right team. You will also work directly with some of our largest enterprise customers, joining regular customer calls to troubleshoot issues and keep them informed. This is a full-time, remote role. We are hiring in the Pacific or Mountain time zone (for example Seattle, Portland, Denver, San Diego or Salt Lake City) so you can overlap with our customers and engineering teams. WHAT YOU WILL DO - Platform support: Assist linguists and platform customers with day-to-day platform questions, including running jobs, opening and processing files, and navigating the LILT interface. - Customer calls: Join weekly customer calls, and jump on ad hoc calls when needed, explaining technical issues clearly and following through to resolution. - Bug triage: Investigate and reproduce reported errors, filtering and documenting bugs clearly before escalating to the Engineering team, and communicating feature requests to Product. - Queue management: Handle incoming support requests in a timely manner, meeting SLAs and keeping customers informed throughout. - Product enhancement requests: Document and relay frequent customer pain points or feature suggestions to drive ongoing platform and process improvements. SKILLS AND EXPERIENCE Localization tooling is a niche. If your background is technically similar but not an exact match, we still want to hear from you! - 1–3 years of experience in customer support, technical support, localization support or similar customer-facing roles. - Comfortable working with technical products and learning new tools quickly. - Strong written and verbal communication skills, so you can explain technical issues clearly to both end users and technical administrators, including on customer calls. - An analytical mindset: you dig into problems methodically and know when to escalate. - Required expertise in: - SQL and database management - Google Cloud Platform (GCP) - REST APIs - Authentication and single sign-on (SSO) troubleshooting - Nice to have: - Browser network and debugging tools - Datadog - GitHub - Yarn for package management Bachelor’s degree or equivalent experience preferred; Computer Science, Linguistics or a related field is a plus but not required. OUR STORY Our founders, Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone. While together at Google, they were amazed to learn that Google Translate wasn’t used for enterprise products and services inside the company.The quality just wasn’t there. So they set out to build something better. LILT was born. LILT has been a machine learning company since its founding in 2015. At the time, machine translation didn’t meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, human-in-the-loop systems, and now agentic AI. With AI innovation accelerating and enterprise demand growing, the next phase of LILT’s journey is just beginning. OUR TECH What sets our platform apart: - Brand-aware AI that learns your voice, tone, and terminology to ensure every translation is accurate and consistent - Agentic AI workflows that automate the entire translation process from content ingestion to quality review to publishing - 100+ native integrations with systems like Adobe Experience Manager, Webflow, Salesforce, GitHub, and Google Drive to simplify content translation - Human-in-the-loop reviews via our global network of professional linguists, for high-impact content that requires expert review LILT IN THE NEWS - Featured in The Software Report’s thesoftwarereport.com Top 100 Software Companies! - LILT makes it onto the Inc. 5000 List labs.lilt.com. - LILT’s continues to be an intellectual powerhouse, holding numerous patents patents.justia.com that help power the most efficient and sophisticated AI and language models in the industry. - Check out all our news on our website lilt.com. Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILT's Privacy Policy at lilt.com. 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 résumé 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, require accommodations, or would like to opt-out of the use of AI in our hiring process, please let us know at recruiting@lilt.com. LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual’s 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.

Requirements

Must-haves

Platform support: Assist linguists and platform customers with day-to-day platform questions, including running jobs, opening and processing files, and navigating the LILT interface.
Customer calls: Join weekly customer calls, and jump on ad hoc calls when needed, explaining technical issues clearly and following through to resolution.
Bug triage: Investigate and reproduce reported errors, filtering and documenting bugs clearly before escalating to the Engineering team, and communicating feature requests to Product.
Queue management: Handle incoming support requests in a timely manner, meeting SLAs and keeping customers informed throughout.
Product enhancement requests: Document and relay frequent customer pain points or feature suggestions to drive ongoing platform and process improvements.
Localization tooling is a niche. If your background is technically similar but not an exact match, we still want to hear from you!
1–3 years of experience in customer support, technical support, localization support or similar customer-facing roles.
Comfortable working with technical products and learning new tools quickly.
Strong written and verbal communication skills, so you can explain technical issues clearly to both end users and technical administrators, including on customer calls.
An analytical mindset: you dig into problems methodically and know when to escalate.
SQL and database management
Google Cloud Platform (GCP)
Authentication and single sign-on (SSO) troubleshooting
Brand-aware AI that learns your voice, tone, and terminology to ensure every translation is accurate and consistent
Agentic AI workflows that automate the entire translation process from content ingestion to quality review to publishing
100+ native integrations with systems like Adobe Experience Manager, Webflow, Salesforce, GitHub, and Google Drive to simplify content translation
Human-in-the-loop reviews via our global network of professional linguists, for high-impact content that requires expert review
Featured in The Software Report’s https://www.thesoftwarereport.com/the-top-100-software-companies-of-2024/ Top 100 Software Companies!
Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILT's Privacy Policy at https://lilt.com/legal/privacy.

Nice-to-haves

Browser network and debugging tools
Yarn for package management
Bachelor’s degree or equivalent experience preferred; Computer Science, Linguistics or a related field is a plus but not required.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aisqlgcprestmachine learning

Platform: ashby
Effort: quick

Benefits

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