Technical Support Engineer

Uniphore is the global leader in Conversational Service Automation.

The Company’s vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation to ensure that every voice, on every call, is truly heard.

Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent.

All in real-time.

With Conversational Service Automation, enterprises can now engage their customers to effectively build loyalty, improve customer experience and realize operational efficiencies.

Position Summary: 

Provide technical support for Uniphore products and deliver high-quality customer service to our customers. The solutions you provide are highly technical, but a customer-focused approach to ticket handling is essential to provide a great experience. We seek a self-starter with a strong sense of ownership who thrives in a fast-paced, dynamic environment. 

EXPERIENCE

Bachelor’s degree in Computer Science or related field/discipline . 

Specific Responsibilities:

• Work on product-related issues reported by internal and external customers. 
• Oversee the case incident creation and resolution process. 
• Prioritize the case incidents reported. 
• Schedule and attend customer conference calls to review outstanding support incidents.
• Provide level 1 problem analysis, research, and resolution of Jacada product issues to customers.

  (role demands solid technical aptitude). 

• Assist in providing responsive, direct telephone technical support for products. 

Supervision Received:

• Must follow established steps and procedures. 

Supervision Exercised:

• Monitor, track and assist in resolving product incidents reported by internal and external customers. 

Contacts/Relationships:

• Internal: 
• Professional Services
• R&D
  – Product information and reporting problems 
• Presales/Sales staff
  – On-site support and sensitive customer situations
• External: 
• Customers – managing inbound support channels to triage and address incoming requests 

Minimum Job Qualifications (2-3 years of experience)

• Providing technical support directly to customers across multiple regions. 
• Supporting B2B SaaS and enterprise software solutions. 
• Managing tickets via commercial applications such as JIRA Service Desk, Zendesk, Capterra or others. 
• Familiarity with technical environments, preferably supporting enterprise software solutions.
• With computers/servers, operating systems, and databases such as UNIX, LINUX, Oracle, Mongo, MySQL, Tomcat, etc. 
• With high availability environments and infrastructure troubleshooting (virtualization environments, network, security, etc.). 

Highly desirable for this role:

• Creative, resourceful, detail-oriented and well organized. 
• Excellent communication skills (verbal and written). 
• Experience working with Product Engineering and Professional Services teams. 
• Demonstrated ability to conduct deep dives and find solutions. 
• Able to prioritize and promptly respond to customer issues/requests. 
• A plus is familiar with scripting languages (Node.js, JavaScript, etc.) and object-oriented programming languages. 

Uniphore is an equal opportunity employer committed to diversity in the workplace.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

For more information on how Uniphore delivers business value using Conversational Service Automation, please visit 

More Information on Uniphore

Uniphore operates in the Artificial Intelligence industry.

The company is located in Palo Alto, CA.

Uniphore was founded in 2008.

It has 465 total employees.

It offers perks and benefits such as 401(K).

To see all 87 open jobs at Uniphore, click here .