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Founding Customer Experience Engineer

Coram AISunnyvale
On-site Full-time

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Experience Level

Entry Level

Qualifications

Responsibilities:Lead frontline technical support: triage and resolve customer issues via Intercom/email while consistently achieving SLA targets. Diagnose issues across networking, Linux devices, and cloud/backend services; escalate to engineering with high-quality context when necessary. Facilitate customer onboarding and configuration to guarantee successful deployments. Maintain organization across multiple active customer conversations, ensuring thorough follow-through and no unresolved issues. Identify recurring issues and contribute to the development of documentation, runbooks, and structured support processes. Collaborate with software and AI engineering teams to streamline support operations and minimize repetitive tasks. Grow into expanded ownership of the support function, with the opportunity to help build and eventually lead the team as the company scales.

About the job

At Coram AI, we are revolutionizing modern video security through our innovative cloud-native platform. Utilizing advanced computer vision and artificial intelligence, our solution empowers businesses to enhance safety, make informed decisions, and operate efficiently, featuring real-time alerts, effortless clip sharing, and comprehensive multi-site visibility.

As a member of our dynamic and agile team, you will find an environment that prioritizes clarity, craftsmanship, and impactful contributions. Every voice matters here, and each individual plays a vital role in shaping how AI can foster a safer, more connected world.

Your Role:


As the Founding Customer Experience Engineer, you will be at the forefront of customer support, managing and resolving inquiries via Intercom and email. You will engage in troubleshooting across devices, networks, and backend systems, providing clear and thorough context to the engineering team when escalation is necessary.

Your early success will be measured by your ability to effectively manage multiple active cases, meet service level agreement (SLA) targets, and ensure that no issues are overlooked.

In addition to resolving tickets, you will be instrumental in enhancing and automating our support processes by contributing to documentation, workflows, and AI-powered tools. This role has the potential to evolve from operational management to leading the support function as we grow.

About Coram AI

Coram AI is at the forefront of transforming video security through our cutting-edge cloud-native platform, which leverages computer vision and AI technologies. Our mission is to empower businesses with enhanced safety measures and smarter operational decisions in a fast-paced world.

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