Technical Customer Support Engineer

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 mark