Deepgram

Deepgram

MI, US

Technical Support Engineer

$80,000-$100,000 / YEAR

Deepgram is looking for a Technical Support Engineer to work with our clients to deploy, maintain, and troubleshoot Deepgram’s automatic speech recognition platform. You are an experienced support engineer fluent in speaking “customer.” You love consulting with customers to understand their objectives, configuring and integrating software, troubleshooting customer-specific technical issues, and leveraging technology to drive business value. You are just as comfortable helping a customer debug a websockets SDK as building the solution from scratch if need be, whichever works for them. You love working with audio and understanding its many formats. You enthusiastically design, build and run tests and proofs of concept with customers. You work closely with users, sales, and engineers to triage immediate issues, problem-solve subtle and evasive bugs, and fix minor bugs. When you discover issues, you specify precisely how to replicate the issue including the parameters and data used. You are able to take the initiative in helping to establish scalable support practices to support our fast-growing customer base. What gets you excited? Empowering current and future Deepgram customers to unlock the full power of Deepgram’s industry-leading speech software.

Impact:

- Be the first line of defense for post-sales technical questions from customers

- Monitor and respond rapidly to customer technical concerns including deployment/setup issues, usage issues, and production issues

- Be an encyclopedia of knowledge and how-to’s on using Deepgram’s API

- Evaluate, track, and prioritize customer support requests

- Work with customers using targeted questions, troubleshooting, and shared working sessions to get to the bottom of their issues and resolve them

- Implement small-scale fixes and customer-facing improvements

- Design, build and run test or proof of concepts with customers

- Escalate unresolved issues to the appropriate internal team members

- Ensure successful client deployments, from PoCs to production implementations

- Assist Deepgram’s Technical Writer in creating knowledge base articles

- Share feedback with the engineering, product, and marketing team to solve customer confusion and frustration points

Experience Needed:

- Exceptional customer-facing communication and collaboration with internal sales, engineering, product, and customer success teams

- Careful attention to API documentation and ability to translate between technical jargon and each customer

- Experience replicating and troubleshooting technical issues in complex systems

- Ability to effectively and efficiently use tracking systems such as Zendesk, Asana, and Salesforce

- Experience working with scripting languages (bash, Python, etc)

- Experience with UNIX-style systems

- Experience working on remote systems

- Experience with at least one modern application development language, such as Python, Ruby, Javascript, Java, C#, Rust, etc., with a preference for the ability to read and debug multiple languages

About Deepgram:

Deepgram is the fastest, most accurate, and most scalable automatic speech recognition (ASR) platform. With our patented end-to-end deep learning approach, we give data scientists the tools to unlock the value of voice by transforming unstructured audio data from phone, meeting, and conversational recordings into transcripts with business value. Deepgram takes the heavy lifting out of long-form audio transcription, so that call center agents and product organizations can focus on what they do best. Learn more at deepgram.com or sign up for a free account at trydeepgram.com.