Artificial Intelligence (AI), Automation, Best Practices, Bug Tracking/Defect Management, Communication Skills, Cross-Functional, Customer Relations, Customer Satisfaction, Debugging Skills, Global Branding, Identify Issues, On Call, Production Management, Production Support, Profit & Loss, Reliability Engineering, Resolve Customer Issues, Revenue Growth, Sports, Systems Reliability, Systems Scalability, Technical Support, Videoconferencing, Writing Skills
Lava.ai
LAVA is a real-time customer engagement and data activation platform. Our Realtime AI technology drives revenue generation, profitability, customer satisfaction and greater fan engagement by anticipating and responding to customer needs with hyper-personalized moments that transform the sports and live event experience. At the forefront of innovation, LAVA’s AI technology enables businesses to evolve into “cognitive enterprises” that are predictive, adaptive, and personalized. By creating customer moments that matter, LAVA is shaping the future of engagement and redefining possibilities for brands worldwide.
Primary Responsibilities
- Resolve customer issues via email and video conferencing.
- Work to solve customer problems while delighting them along the way
- Enhance deployment processes and automation to streamline operations.
- Work with cross-functional teams to improve system reliability and scalability.
- Identify, report, and track defects, collaborating with developers to resolve them quickly.
- Debug and troubleshoot complex systems to address incidents efficiently.
- Enhance deployment processes and automation to streamline operations.
- Work with cross-functional teams to improve system reliability and scalability.
- Continually research and learn the current and future best practices of Lava products.
- Suggest and implement improvements to support workflows.
- Participate in on-call rotations to manage production incidents, which may include nights after work, weekends and holidays.
Requirements
2+ years of experience in a support or service-oriented customer facing role.
Experience with Datadog, Go, JavaScript, Svelte, HTML, CSS, DOM is preferred.
Within the last 5 years, you’ve worked at one company for at least 2 years.
Strong written communication of support content.
Managed cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
Ability to be on-call and can perform under pressure in a complex situation, make assessment and communicate clearly to stakeholders regarding status.
- Position is full time on site at LAVA El Segundo office.