Technical Support Engineer (Remote)

Hatz AIShelton, CT

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Overview

Schedule

Full-time

Career level

Senior-level

Job Description

Technical Support Engineer

Role Summary

The Technical Support team member is responsible for providing day-to-day customer support, technical guidance, and enablement for assigned accounts or partners. This role serves as the first line of support for customer questions, assists with use case development, and helps customers build confidence in using AI solutions effectively. The position also plays an important role in identifying when issues should be escalated to senior team members or the Support organization.

Core Responsibilities

Serve as the first point of contact for customer and partner technical inquiries
Support assigned reps, MSPs, or customer accounts with day-to-day needs
Assist customers with use case development and solution building
Provide AI education and product guidance to support adoption
Troubleshoot basic technical issues and determine when escalation is needed
Escalate bugs, broken functionality, or more complex technical issues to the appropriate internal teams
Partner with Experience Engineers and senior team members to ensure continuity across the customer journey
Help customers navigate onboarding-related questions, adoption needs, and best practices
Document recurring questions, challenges, and customer feedback to improve internal processes and customer experience

Primary Focus

This role is focused on delivering scalable customer support and enablement while serving as the first line of technical assistance. The Technical Support team helps drive adoption, improve customer confidence, and ensure issues are routed quickly and effectively.

Skills and Qualifications

Strong communication and customer service skills
Ability to explain technical concepts in a simple, customer-friendly way
Interest in AI, technology, and customer enablement
Strong problem-solving and troubleshooting ability
Ability to manage multiple customer needs and priorities at once
Comfort working cross-functionally with customer-facing, product, and technical teams
Organized, detail-oriented, and proactive in follow-up

Measures of Success

Timely response to customer and partner inquiries
Strong customer satisfaction and support experience
Increased customer confidence and adoption through education and guidance
Effective identification and escalation of technical issues
Consistent support for use case development and customer enablement

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FAQs About Technical Support Engineer (Remote) Jobs at Hatz AI

What is the work location for this position at Hatz AI?

This job at Hatz AI is located in Shelton, CT, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Hatz AI?

Employer has not shared pay details for this role.

What employment applies to this position at Hatz AI?

Hatz AI lists this role as a Full-time position.

What experience level is required for this role at Hatz AI?

Hatz AI is looking for a candidate with "Senior-level" experience level.

What is the process to apply for this position at Hatz AI?

You can apply for this role at Hatz AI either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.