Technical Success Engineer

Mexico City

Full-time

Job Description

People.ai is an AI-powered foundational data platform that helps customers unlock go-to-market success & growth by providing teams with solutions built specifically for their needs. Providing enhanced pipeline visibility, more actionable insights, and a single source of truth for all sales activities. People.ai’s unique dataset, consisting of trillions of sales activities, millions of deals, 160 million business contacts, and 69 approved patents related to AI-based business insights, sets the company apart. Companies such as Verizon, IBM Red Hat, Snowflake, Zoom, and Palo Alto Networks rely on their enterprise-ready, patented AI technology.

At People.ai, we believe that people enrich the world around them in countless ways. We believe that the more time they spend applying their creativity, resourcefulness, and critical thinking to activities that matter most in their professional life, the more effective a professional they become. Our team is a diverse, outspoken group of creatives and critical thinkers, hyper-focused on driving change and growth. We embrace different. We applaud non-traditional career paths. We're inspired by people who have made processes their own.

Key Responsibilities

Technical Support Excellence: Manage and resolve customer support cases independently, maintaining an average Time to Resolution (TTR) of 5 business days for standard cases

Problem Diagnosis: Use SQL/SOQL and product tools to analyze, diagnose, and troubleshoot customer support requests with precision and efficiency

Customer Communication: Provide timely, clear, and empathetic communication to customers, ensuring they feel heard and valued throughout the support process

Cross-functional Collaboration: Partner with Engineering and Product teams to identify and resolve recurring technical issues, reducing engineering dependency by 10%

Technical Translation: Serve as a trusted advisor by translating complex technical details into clear, actionable insights for both customers and internal teams

Case Management: Maintain a manageable case backlog of fewer than 10 active cases at any time while ensuring quality and thoroughness

Documentation: Create detailed investigation reports and maintain accurate case documentation to support knowledge sharing and continuous improvement

Escalation Management: Appropriately escalate complex issues with proper documentation, ensuring no more than 5% of cases are escalated without complete information

Requirements

Proficiency in SQL/SOQL for data analysis and troubleshooting

Experience with CRM platforms (Salesforce preferred) and their technical configurations

Understanding of APIs and data integration concepts

Familiarity with case management systems (e.g., Jira, Zendesk)

Basic knowledge of data flows and system architectures

2+ years of experience in technical support, customer success, or a similar customer-facing technical role

Proven track record of managing multiple support cases while meeting SLA requirements

Experience working cross-functionally with engineering and product teams

Demonstrated ability to learn new technologies and systems quickly

Customer-centric mindset with the ability to empathize and communicate effectively under pressure

Strong problem-solving skills with attention to detail and accountability

Excellent written and verbal communication skills for both technical and non-technical audiences

Collaborative approach with the ability to work effectively across multiple teams

Continuous learning mindset with curiosity and openness to feedback

Creative and innovative thinking with the ability to recognize new ways of solving problems

Headquartered in San Francisco, CA, People.ai is backed by Y Combinator and Silicon Valley’s top investors, including ICONIQ Capital, Andreessen Horowitz, Lightspeed Venture Partners, Akkadian Ventures, and Mubadala Capital. People.ai is listed in the top 20 percent of Inc 5000 companies, is a regular leader in our key categories on G2, and is on the Forbes list of America’s Best Startup Employers. For more information, please visit www.people.ai.

A reasonable estimate of earnings is $25,000 to $35,000. Additionally, regular employees may be eligible for commissions or bonus programs (target included in OTE), equity, and benefits. The range is subject to change. People.ai takes into wide range of factors when determining an individual’s pay. These factors can include, skill set, training and experience, licensure and certifications, and location and metropolitan area.

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