Technical Customer Support Engineer

Job description

About Shelf

There is no AI Strategy without a Data Strategy. Getting GenAI to work is mission-critical for most companies, but 90% of AI projects haven’t been deployed. Why? Poor data quality - it is the #1 obstacle companies have in getting GenAI projects into production.

We’ve helped some of the best brands like Glovo, Lufthansa, Herbalife, and Nespresso solve their data issues and deploy their AI strategy with Day 1 ROI.

Simply put, Shelf unlocks AI readiness. We provide the core infrastructure that enables GenAI to be deployed at scale. We help companies deliver more accurate GenAI answers by eliminating bad data in documents and files before they go into an LLM and create bad answers.

Shelf is partnered with Microsoft, Salesforce, Snowflake, Databricks, OpenAI and other big tech players who are bringing GenAI to the enterprise.

Our mission is to empower humanity with better answers everywhere.

Summary

The Technical Customer Support Engineer is the first touchpoint for our customers regarding technical issues, bugs, and support requests and is responsible for providing in-depth technical support and consultations to our customers. This role is a subject matter expert of Shelf functionality and features; interacts directly with customers, and coordinates technical-related issues between the Customer, Engineering, Product, and Customer Success Teams. As a future development, this role will potentially lead and manage a dedicated Technical Customer Support Team.

Responsibilities

• Work on customer issues to identify the root cause before involving the Product team.
• Manage the end-to-end operations of the customer-facing Jira Service Desk portal.
• Design and implement AI-assisted automation workflows using both no-code and code-based tools.
• Define, document, and uphold customer service standards, policies, and procedures.
• Build, maintain, and enhance troubleshooting tools to streamline and automate daily operations.
• Translate customer questions and feedback into high-quality internal and external knowledge resources, including contributions to the developer portal.
• Ensure daily adherence to customer service targets, including SLAs and response times.
• Report key customer support metrics to senior leadership and other stakeholders regularly.
• Analyze support data to identify trends, recurring issues, and opportunities for improvement.
• Handle customer escalations promptly and professionally to ensure high satisfaction levels.
• Identify and recommend improvements to workflows, tools, and processes to enhance team efficiency and service quality.
• Stay current on industry trends, tools, and best practices to drive continuous improvement in support operations.
• Collect detailed information about customer environments and steps to reproduce for technical issues.
• Collaborate with Product Managers and Customer Success Managers to resolve complex, cross-functional support cases.
• Coordinate dependencies and align efforts between multiple internal teams when resolving customer issues.

Requirements

• Proficiency in English (CAE, CPE, or equivalent).
• Strong working knowledge of Jira, Confluence, and Jira Service Desk.
• Engineering background with demonstrated technical proficiency.
• Experience working with REST APIs.
• Ability to query and extract insights from DynamoDB, MongoDB, and Snowflake.
• Solid understanding of SaaS products, microservices, client-server models, and cloud architectures.
• Experience with the Command Line Interface
• Experience with Identity Providers (IdPs) such as OneLogin, Okta, AzureAD, or similar.
• Strong diagnostic skills with the ability to isolate root causes and provide detailed issue reports.
• Exceptional interpersonal, organizational, and communication skills.
• 5+ years of experience in customer service, support, or success management, preferably in technical environments.

As a plus

• Experience in using and configuring AI agents
• Basic knowledge of JavaScript and/or Python
• Basic SQL knowledge

What Shelf Offers:

• B2B contract.
• Company Stock Options.
• Hardware: MacBook Pro.
• Modern technical stack. Develop open-source software.
• GitHub Copilot subscription.
• Access to Claude Code, OpenAI Codex, TypingMind, and MCP Servers.

Why Shelf:

• GenAI will be at least a $4 Trillion market by 2032 and Shelf is a core infrastructure that enables GenAI to be deployed at scale
• Our Leadership Team has deep knowledge management and AI domain expertise and enterprise SaaS background to execute this plan
• We’ve been helping our customers prevent knowledge mismanagement since our founding in 2017
• We have raised over $60 million in funding and our investors include Tiger Global, Insight Partners, Connecticut Innovations, and others
• We have high velocity growth powered by the most innovative product in our category, 3X growth for 3 years in a row
• We now have over 100 employees in multiple U.S. states and European countries, and we have ambitious hiring goals over the next few months

Our Values:

Quality - We’re united by our focus on world‑class Quality. Quality in all things – starting with everything that leaves your desk. Everything you touch – every email, report, campaign, and piece of code – should be outstanding. Your work product should blow people away. Having people look at what you’ve done and say, “Wow.” That’s the standard here. Remember that how you do anything is how you do everything. Focus on craftsmanship—your ability to make things better.

Momentum- for us means that you should know that the things you’re responsible for are moving forward. When you look around and see something that’s stalled, get it moving again. We pride ourselves on “ball movement.” When your boss or team leaves you with something, they should return to see measurable progress. Small, continuous movement is our recipe for success. Constantly look for how to make the work around you move forward. We want you to initiate solutions, ideas, and progress. Don’t wait for it to come to you—reach out and create movement. All the time.

Accountability - We expect every team member to feel that they are accountable for more than anyone might normally expect. Each of us should feel real responsibility for things even at the edge of our control. We consistently share and align on expectations, give each other open and respectful feedback, and use those two drivers to ensure that every agreement we make with one another is clear and complete.

Hard Work - We’re here to do something difficult together. We care intensely about the mission and we expect that from our teammates. That care means that we work hard here. Hard work comes with long hours, extra effort…and real opportunity at Shelf. Your passion for creating and sustaining output is a part of our DNA. Support each other, cheer each other on, drive the mission forward. Great teams sustain intense effort together to win.

Learning Agility - We’re innovating in one of the fastest‑moving spaces in history at a time of accelerating global change. That’s incredibly exciting and requires each of us to commit fully to learning each and every day so that we can be the best at what we do. None of us know everything. All of us can learn anything. Staying open and constantly curious is a key success driver at Shelf. It also requires humility. We prize people who are consistently humble and open to making mistakes and growing from them. Recognize also that learning itself is a skill…we need you to be really good at it. Keep dialing in your own understanding about how you learn best and push yourself to keep growing.

Adapt and Thrive - Overcoming challenges lives deep in our DNA. We have a proud history of understanding and living the reality that obstacles are our opportunities…they’re the key to our success. Change is a constant in our business and fighting change is counterproductive. We need you to be good at being uncomfortable and understand that discomfort is the key to growth. Cultivate your own ability to adapt and know that struggling well is something you’ll share with every team you’re on at Shelf. Our company stories are about thriving through real difficulty…together.

Win Together - We win or lose as a team. Always. Everything you do here is connected to the rest of the organization. Part of our shared team environment demands full honesty…real candor and directness with one another. We expect you to constantly be thinking about how to support your teammates and the company, always acting in service to our shared mission and what’s best for the organization as a whole.