Cloaked
Support Engineer
- Confirmed live in the last 24 hours
- $120k–$160k
- Mid level
- Full-time
- On-site · New York, NY
- Added 1 month ago
About this role
Cloaked is seeking a Support Engineer to build and maintain internal tools that empower their Customer Success team to efficiently resolve customer issues. This role involves both developing solutions to handle complex technical escalations and leveraging AI to improve support processes, ultimately enhancing the customer experience and preventing recurring problems.
What you'll do
- Build and improve internal support tools for account management, refunds, and recovery.
- Enhance the AI-powered Intercom integration for improved automated support.
- Serve as an escalation point for complex customer issues, investigating and resolving them.
- Manage sensitive cases related to account security and privacy.
- Identify and automate solutions for recurring customer issues.
What they're looking for
- Python
- Django
- PostgreSQL
- SQL
- Intercom
- Customer Support Tools
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Cloaked
Likely interview questions
- Describe your experience building internal tools. What makes a good internal tool?
- How would you approach improving an AI-powered support system?