Technical Support Engineer

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Launched in 2018, Forethought is the first AI-native platform for enterprise customer support, built on a multi-agent architecture for omnichannel resolution. Forethought's AI agents resolve billions of monthly support issues. The company has raised $115M+ in venture funding from top investors, including Blue Cloud Ventures, NEA, Village Global, and Sound Ventures. Forethought is recognized by G2 as a High Performer in 2024 and Mid-Market Leader, Best Est. ROI, and Easiest to Do Business With in Customer Support for 2025. We are tackling a growing $30B+ market, fueled by the global demand for automation, and were assembling a world-class team to help us get there.

We're looking for a Technical Support Engineer who is passionate about customer experience and enjoys working with Python and SQL. You will work closely with our Customer Success, Customer Support, and Engineering teams to troubleshoot complex technical issues our customers experience and to optimize our processes. We are seeking a growth-minded individual who wants to help solve the worlds hardest problems through Artificial Intelligence.

• Become an expert on the Forethought AI platform and related solutions—serve as the key point of contact for clients after the product implementation phase
• Continuously acquire deep product knowledge and learn new technologies
• Troubleshoot and resolve technical and business questions related to general product knowledge, implementation, training, software configuration, individual user issues, and other Forethought related questions, while meeting SLA and quality goals
• Assist with product maintenance requests such as machine learning model improvements and adjustments
• Communicate with customers in the support portal or video conferencing sessions, clearly explaining solutions and providing advice on Forethought capabilities
• Collaborate with product and engineering teams to report issues/bugs, prioritize fixes, develop solutions for customer challenges, and share technical support trends
• Participate in a rotating on-call schedule for emergency technical support assistance
• Assist in enhancing knowledge base and help center content based on customer support trends
• Collaborate with CX to provide support trends/insights for QBRs

• 2-5 years of experience
• Strong analytical and troubleshooting skills, familiar with common monitoring and logging systems (Kibana and Sentry.io preferred)
• Strong verbal and written communication, including active listening, conflict resolution & customer empathy
• Skilled in technical writing with experience contributing to knowledge bases or product documentation
• Strong understanding of databases (Elasticsearch and SQL familiarity preferred) and experience leveraging BI/analytics tool sets (Looker preferred)
• Ability to collect, analyze, and make business recommendations with data
• Proficiency with Python, Bash, JavaScript, or other programming languages
• Experience utilizing and troubleshooting APIs and interpreting API documentation
• Experience working in Zendesk (preferred) and/or Salesforce; able to manage multiple cases with regular customer updates
• Understanding of machine learning fundamentals
• Autonomy while actively seeking team input when needed

• Chance to be an early member of a hyper-growth startup with equity
• Opportunity to help define a new market within AI
• Ability to solve challenging problems with a world-class team
• Low ego culture focused on feedback and growth
• Distributed team with flexible work approach
• Health Insurance
• Work-laptop (MacBook Pro)
• Paid maternity, paternity & parental leave
• Company-wide wellness days

• Mid-Senior level

• Full-time

• Information Technology
• Industries: Software Development