Support Engineer

Executive Mandate Specification

Company Overview

At Marqo, we're building an open-source search engine that thinks like humans. We are a startup backed by top venture capital firms from around the world. Marqo's open-source tensor search engine uses machine learning models for search, improving relevance, and providing solutions to problems that were previously difficult or impossible to solve. We are developing a technical product while being focused on ease of use and our customers.

Description

We are looking for a Customer Support Engineer to provide technical assistance to our clients. You will help install, upgrade and troubleshoot hardware and software systems.
If you’re an engineer and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions.
You should also be familiar with remote troubleshooting techniques.
Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

Responsibilities

• Address user tickets regarding our open source software and Marqo Cloud
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Help roll out v0 customer support framework
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals

Requirements

• Proven work experience as a Support Engineer, Technical Support Engineer or Software Engineer
• Experience with Cloud computing
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• BSc in Computer Science or relevant field preferred

Marqo is an equal opportunity employer and we champion diversity. Don't meet every single requirement of this role? Still apply! Research tells us that women and underrepresented groups are less likely to apply unless they meet every single requirement. At Marqo, we believe that the right hire is someone who makes an addition to our culture, rather than someone who fits in and conforms to our status quo. So, if you're excited about this role, or about Marqo, we'd still love to hear from you!

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship