Product Support Specialist/Engineer

Mountain View, CA, United States

**Product Support Specialist/Engineer**

at Otter.ai Mountain View, CA **About Otter.ai**

Join us at Otter.ai in transforming the way remote teams work and communicate. Our AI-powered collaborative note-taking app works across Zoom, Google Meet, and Microsoft Teams to help teams record, transcribe, search and share meeting notes. In addition, we are making virtual meetings accessible to all employees - allowing team members with disabilities to participate in a world that is now dominated by virtual meetings.

Try us out today, download Otter.ai in the and on or sign up at

With over 10M users experiencing Otter.ai, we are making an impact at scale and we are growing fast. Our team is made up of top talent from companies like Google, Facebook, Yahoo!, Microsoft, Pinterest, Spotify, and Plaid. We are backed by leading investors that include (Googles first investor), Tim Draper ( ), Spectrum Equity, Horizons Ventures, GGV Capital, and Duke University.

**About this role** Our customers rely on Otter for their day-to-day to create and collaborate on transcriptions to get work done faster and be more productive. Our Product Support teams top priority is to make our customers successful and ensure their experience using Otter is a delightful and productive one.

As a Product Support Specialist/Engineer, you will require a broad set of skills to cover a wide range of responsibilities. Not only will you be responsible for keeping customers happy, productive, and ensuring they have the best possible experience, but you will also partner with the product development team to share customer feedback to make our products and policies better. Our team cares for customers by solving problems and scaling solutions, incubating new products, and sharing user feedback with internal teams to influence product development.

We look for people who are self-starters, curious, inventive, and strive to be a little better every single day. In our work together we aim to be smart, humble, have a strong bias towards action, hardworking, and, above all, collaborative.

* Effectively respond and resolve customer inquiries in a considerate, accurate, and timely manner over email and phone.

* Investigate and resolve customer issues through meticulous troubleshooting, reproduction, and identify creative workarounds to unblock customers.

* Become an expert on Otters product and features, including how they interact with the different parts of our backend systems.

* Engage with cross-functional partners to resolve complex product bugs/issues.

* Compose thoughtful, personalized responses to customers for a variety of requests.

* Serve as the voice of the customer in identifying product enhancements, areas of improvement, and making sure new products launch with customer usability in mind to help build long-term success.

* Continuously monitor real-time customer trends and proactively propose creative solutions.

* Identify opportunities and deliver solutions to scale or otherwise improve the teams internal tooling and processes.

* Develop a set of troubleshooting playbooks as a resource to help resolve issues more effectively.

* Contribute to the ongoing learning and success of the team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

* BA/BS degree or equivalent professional experience.

* 2+ years of prior experience providing technical support to customers supporting a web-based application within a dynamic startup environment.

* A thorough problem-solver and investigator that can take small bits of information of a complex problem and uncover the root cause through a deep understanding of Otter.ai's backend systems and schema, along with testing and replication.

* You care deeply, genuinely, and passionately about customer support and the role it plays in making a customer-centric team successful.

* You are an articulate communicator, proficient in both verbal and written communication, and enjoy crafting clear and concise messages on technical topics to customers.

* You are a self-motivated, proactive team player with innovative ideas. You believe that the whole is greater than the sum of its parts.

* Experience supporting and troubleshooting Identity Access Management solutions (LDAP, SSO, SAML, or WS-Federation) a plus.

* Understanding of APIs, web services (JSON), and how it works. Youre not necessarily writing code, but youre also not afraid of the technology, learning new skills, and enjoy digging into the unknown.

* You exhibit diplomacy, tact, and poise under pressure when working through customer issues.

* Experience using Zendesk, Jira, or similar issue tracking tools.

**Employee Benefits**

* Stock. Be a [literal] stakeholder in our companys future.

* Food. Enjoy catered meals and boundless snacks.

* Fun. We host team lunches weekly and team events bi-quarterly.

* People. Work with talented, collaborative, and friendly people who love what they do.

* Health and Saving. Receive the benefits of comprehensive health, dental, vision and disability insurance.

**Otter.ai is an equal opportunity employer. We proudly celebrate diversity and are dedicated to inclusivity.*

***Please note: Otter.ai does not accept unsolicited resumes from third-party recruitment agencies without a written agreement in place for permanent placements. Any resume or other candidate information submitted outside of established candidate submission guidelines (including through our website or via email to any Otter.ai employee) and without a written agreement otherwise will be deemed to be our sole property, and no fee will be paid should we hire the candidate.* **U.S. Equal Opportunity Employment Information (Completion is voluntary)**

Individuals seeking employment at Otter.ai are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

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