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Applied AI Support Engineer- SME
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Job Location
Job Summary
DevRev is a SaaS company that provides a purpose-built CRM platform for support, product, and growth teams. The company aims to help businesses increase product velocity and reduce customer churn by leveraging design, data engineering, and machine intelligence. As an Applied AI Support Engineer-SME, you will work with customers to triage bugs and feature requests, analyze trends, and educate users on the DevRev bot. You will also build relationships with customers, collaborate with cross-functional teams, and contribute to the development of innovative AI solutions. With a strong focus on customer success and technical expertise, this role is ideal for those who are passionate about AI and customer-centric companies. The company offers flexible remote work options, $4,000/year travel stipends, and equity in a fast-growing company. If you're looking for a challenging role that combines technical expertise with customer-facing responsibilities, DevRev may be the perfect fit.
DevRev
DevRev’s AgentOS, purpose-built for SaaS companies, comprises three modern CRM apps for support, product, and growth teams. It connects end users, sellers, support, product people, and developers, reducing 9 business apps and converging 6 teams onto a common platform.
Unlike horizontal CRMs, DevRev takes a blank canvas approach to collaboration, AI, and analytics, enabling SaaS companies to increase product velocity and reduce customer churn. DevRev is used by thousands of companies in search of low latency analytics and customizable LLMs to thrive in this era of GenAI.
Headquartered in Palo Alto, California, DevRev has offices in seven global locations. We have raised $100 million in funding from investors like Khosla Ventures and Mayfield at a $1.1 billion valuation. We are also honored to be named on the Forbes 2024 list of America’s Best Startup Employers. Founded in October 2020 by Dheeraj Pandey, former co-founder and CEO of Nutanix, and Manoj Agarwal, former SVP of Engineering at Nutanix, DevRev continues to push the boundaries of innovation, helping thousands of companies thrive in the rapidly evolving landscape of AI-driven SaaS.
Core Responsibilities:
- Responsible for triaging bugs and feature requests with the respective team, maintaining constant communication with the customers.
- Flexibility to work in morning and afternoon shifts
- Need to analyze trends, test and train the DevRev bot regularly
- Educate and Empower DevRev users
- Be the technical expert and answer product questions to take full advantage of the product
- Build and maintain relationships with the customers
- Be the customer champion and collaborate with product & engineering team on customer requirements
- Should be comfortable in writing customizations using the below mentioned languages
- Ability to think outside the box and build quicker solutions
- Support DevRev users round the clock on different levels of queries
- Build Q&A pairs for the bot and think innovatively to empower the bot
- Understand customer signals, collaborate with customer success teams to avoid churn
- Ability to converse profoundly and suggest value add features to help customers enhance their business goals.
- Collaborate with cross functional teams like Sales, customer success, product, engineering and bots engineering.
- Responsible for triaging bugs and feature requests with the respective team, maintaining constant communication with the customers.
Qualifications:
- BE/ B Tech, or equivalent educational or professional experience.
- 4-7 years Support Experience.
- Knowledge on the following programming languages:
ReactJS (MERN)
HTML / CSS
JavaScript / TypeScript
Python
SQL
Golang
- Comfortable having technical conversations with technical and non-technical people.
- Problem solving around technical, product, and business questions.
- Excellent English communication skills - both verbal and written.
- Collaborative and team oriented.
Culture
The foundation of DevRev is its culture -- our commitment to those who are hungry, humble, honest, and who act with heart. Our vision is to help build the earth’s most customer-centric companies. Our mission is to leverage design, data engineering, and machine intelligence to empower engineers to embrace their customers.
That is DevRev!
