Company Description

At Hyperscience we develop and deliver intelligent solutions to automate manual document processing for global financial services, insurance, healthcare, and government organizations. Founded in 2014, our solution extracts handwritten, cursive and printed typed text at better-than-human levels of accuracy and automation that get better over time. By streamlining operations and reducing the costs associated with data entry, we enable some of the world’s largest companies to improve customer service and drive new business opportunities. 

With more than $50 million raised to date, we’re growing quickly and looking for individuals to join our team and make a difference in our organization and for our customers. 

Job Description

The Customer Success team at Hyperscience acts as the customer’s trusted advisor and advocate, building and growing an ongoing healthy relationship with each customer. Team members are responsible for preserving our current business, opening doors for additional opportunities, and growing our customers into life-long HyperScience advocates.  

The Technical Support Engineer (TSE) is responsible for providing product and technical support to customers through various channels. You are a problem solver with strong communication skills. Our customers look to you when they need answers because you are a product expert and can escalate issues when necessary to ensure timely resolution. 

Responsibilities

• Provide telephone, screen sharing, and ticket-based (eg. Zendesk, JIRA) support to troubleshoot issues with our customers.
• Maintain strong lines of communication.
• Provide world class customer experience by delivering satisfaction to every case for every customer.
• Identify workarounds and communicate solutions to the customer related to product functionality, configuration and technical architecture.
• Remain current with the HyperScience product functions and features, and with related technologies in our ecosystem.
• Participate in the 24/7 support on call duty for production down tickets.
• Reproduce customer problems in test environment.
• Partner with product team for continuous improvement. 
• Escalate urgent problems requiring more in-depth knowledge to others on the team, to product and engineering, or management as appropriate. 
• Document findings and ensure that HyperScience’s support knowledge base is utilized effectively and maintained and expanded over time.

Qualifications

• 2-5 years experience in a product or technical support role
• Linux system administration, container technology, and/or services oriented architecture solutions
• Strong communications skills both verbal and written
• Excellent attention to detail
• Curious and able to troubleshoot challenges 
• Knowledge of database configuration and troubleshooting: Oracle, MySQL, PostgresSql 
• Experience supporting both on-premise and SaaS solutions a plus
• Experience with Docker a plus
• Experience with machine learning products is a plus
• Experience with LDAP and SSO platforms is a plus

Benefits

• Top notch healthcare for you and your family
• 30 days of paid leave annually to help nurture work-life symbiosis
• A 100% 401(k) match for up to 6% of your annual salary
• Stock Options
• Paid gym membership
• Pre-tax transportation and commuter benefits
• 6-month parental leave (or double salary to pay for your partner's unpaid leave)
• Free travel for any person accompanying a breastfeeding mother and her baby on a business trip
• A child care and education stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total
• Daily catered lunch, snacks, and drinks
• Budget to attend conferences, train, and further your education
• Relocation assistance

We are an equal opportunity employer. We welcome people of different backgrounds, experiences, abilities and perspectives. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.