Customer Support Engineer

**About Siena**:Siena is building enterprise empathic AI Agents powered by reasoning-adept LLMs.Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform.If you're excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI.**Our AI-First Philosophy**:At Siena, AI isn't just a tool—it's embedded in our DNA.We believe that leveraging AI-first workflows empowers individuals to work smarter, faster, and more creatively.Our team embraces AI-powered augmentation in everything we do, from research to execution, making us more efficient and innovative every day.**Job Overview**:As Customer Support Engineer you will be responsible for providing exceptional customer support, troubleshooting technical issues, and offering insights for the continuous improvement of our AI products.This role demands a blend of technical acumen, problem-solving skills, and a customer-centric approach.**Key Responsibilities**:- ** Technical Support**: Troubleshoot and resolve technical issues related to our AI products and services.Guide customers through problem-solving processes.- ** Product Knowledge**: Maintain up-to-date knowledge of our product features, capabilities, and updates to provide informed support.- ** Feedback Collection**: Gather and relay customer feedback to the product development team for future enhancements.- ** Documentation**: Accurately document customer interactions, issues, and resolutions in our CRM system.- ** Collaboration**: Work closely with the technical and product teams to stay informed about product changes and contribute to product improvement discussions.**Required Qualifications**:- Minimum of 3 years in customer support for SaaS or technical products.Experience in the AI industry is a big plus.- Strong communication and interpersonal skills.- Proficiency in problem-solving and troubleshooting.- Ability to work in a fast-paced, remote environment.- Understanding of ChatGPT and technical products.**Why Join Us**:We're a startup, so no fancy offices or corporate fluff.But here's what we do offer:- ** Make a real impact.** Your work directly shapes our product and company.- ** A Voice that matters.** In a small team, every perspective counts—yours included.- ** Working at Siena.**We are a fully remote, globally distributed team working at the bleeding edge of CX and generative AI.- ** Competitive compensation.** Great salary plus the opportunity for equity or stock grants.- ** Flexible time off.** Take at least 15 days—more if you need it.- ** A Learning budget.** If you're growing, so are we.- ** The thrill of building something new.** Join us at a stage where your contributions matter most.- ** Tackling meaningful challenges.** We're redefining how work gets done through AI.**Our values**:We're not about corporate jargon—here's what truly matters to us:- ** Curiosity and creativity**: You always seek new knowledge, ask questions, and explore different perspectives to deepen your understanding.- ** Customer empathy**: You are driven by our customers' success.You see needs they can't articulate.- ** Resilience**: You bounce back from setbacks, adapt to change, and thrive in the face of challenges.- ** Ownership and autonomy**: When things break, you fix first, explain later.- ** Relationships**: You create bonds with your colleagues - building trust and sharing success.- ** Craft and speed**: You balance vision with pragmatism.Your standards pull everyone higher.- ** Open and direct**: You share and receive feedback.You are open about what's working and what not.**AI-First Tooling**:To ensure you stay at the cutting edge of AI-driven work, we provide:- Perplexity Pro account- ChatGPT Pro account- Claude Pro account- Quarterly budget for experimenting with new AI tools- A culture that encourages AI experimentation and adoptionWe encourage our team to explore and integrate AI tools into their workflows, allowing them to maximize efficiency and innovation in their roles.Siena provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression.We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.