Technical Support Engineer at Hyperscience

| Greater NYC Area
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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.

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Technology we use

  • Engineering
  • Product
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

Our New York City office is located on the 45th Floor of One World Trade. Incredible views, open floor plan, and minutes from the Subway & PATH.

An Insider's view of Hyperscience

What are some social events your company does?

Outside of company-sponsored lunch daily, we do birthday & anniversary celebrations, dessert breaks, and company outings. It’s pretty common to get together for drinks after work or go to karaoke as a team. When our team from Sofia visits, we like to do something social outside the office, whether it’s lunchtime basketball game or rooftop drinks.

John Lee

Talent Acquisition Lead

What projects are you most excited about?

We’re working on building a Machine Learning model that allows our customers to process more types of documents, which will help significantly with their workflow. I’m excited to visit customer on-sites to see how different customers use our product. We’re here to make people’s lives easier so understanding specific use cases is always valuable.

Sarah

Product Designer

What are some things you learned at the company?

I’ve been at Hyperscience for more than a couple of years now and seen it grow 4x(!) in that time. The two most important things I've learnt in my time at Hyperscience have been learning when to ask for help and bias for action -- most actions can be reversed; the only way to never break anything is to never actually do anything.

Akhil

Director of Machine Learning

How do your team's ideas influence the company's direction?

We operate a growth mentality across all aspects of our business. Every team member is expected to go radically beyond normal expectations. This requires bold ideas coming from everyone. Once we choose a path to follow, we will all get behind it, irrespective of whose idea it was.

Charlie Newark-French

Chief Operating Officer

What makes someone successful on your team?

A successful member of our team is someone who shows up and gives 110% every day, is not afraid to ask for help and uses constructive criticism to better themselves. We represent the entire organization with new clients, and we’re excited to be the first touchpoint that works to understand their pain points and articulate our mission and value.

Lawrence Leeds

Sales Development Representative

What are Hyperscience Perks + Benefits

Hyperscience Benefits Overview

-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

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
HyperScience employees can contribute up to $2700 annually to their FSA.
Dental Benefits
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
HyperScience offers 100% healthcare for you, your family and dependents.
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
-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 maximu
Generous Parental Leave
6 month parental leave (or double salary to pay for your partner's unpaid leave)
Flexible Work Schedule
Remote Work Program
Family Medical Leave
We offer unlimited medical/sick and bereavement leave.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
HyperScience employees receive 30 days per year of paid time off annually (not including holidays and sick days).
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $1500 annually for continuing education.
Online course subscriptions available
Customized development tracks
Paid industry certifications
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