Technical Support Analyst - Generative AI

<div class="content-intro"><p><span class="AnswerParser_TextContainer__z_Iiv" data-testid="youchat-text"><strong>you.com is an AI-powered search and productivity platform designed to empower users with personalized, efficient, and trustworthy search experiences.</strong> As a cutting-edge technology company, we combine advanced AI models with user-first principles to deliver tools that enhance discovery, creativity, and productivity. At you.com, we are on a mission to create the most helpful search engine in the world—one that prioritizes transparency, privacy, and user control. </span></p> <p><span class="AnswerParser_TextContainer__z_Iiv" data-testid="youchat-text">We’re building a team of innovators, problem-solvers, and visionaries who are passionate about shaping the future of AI and technology. </span><span class="AnswerParser_TextContainer__z_Iiv" data-testid="youchat-text"><strong>At you.com, you’ll have the opportunity to work on impactful projects, collaborate with some of the brightest minds in the industry, and grow your career in an environment that values creativity, diversity, and curiosity.</strong> If you’re ready to make a difference and help us revolutionize the way people search and work, we’d love to have you join us!</span></p> <p> </p></div><p><span style="text-decoration: underline;"><strong>About the Role</strong></span></p> <p><span class="C9DxTc ">We are seeking a </span><span class="C9DxTc ">Technical Support Analyst</span><span class="C9DxTc "> to join our growing customer success team and play a critical role in delivering exceptional technical support for our Generative AI solutions. This role is ideal for a process-oriented professional who is technically adept, customer-focused, and skilled at navigating workflows, business processes, and CRM tools. You will be responsible for diagnosing and resolving customer issues, improving workflows, and ensuring customer satisfaction with our cutting-edge Generative AI platform.</span></p> <p><strong><span style="text-decoration: underline;"><span class="C9DxTc ">Responsibilities</span></span></strong></p> <p>Technical Support</p> <ul> <li class="zfr3Q CDt4Ke "><span class="C9DxTc ">Diagnose, troubleshoot, and resolve technical issues related to Generative AI workflows and integrations.</span></li> <li class="zfr3Q CDt4Ke "><span class="C9DxTc ">Respond to customer inquiries via CRM tools, email, and other support channels, providing clear and timely solutions.</span></li> <li class="zfr3Q CDt4Ke "><span class="C9DxTc ">Escalate complex issues to engineering or product teams while maintaining ownership of customer communication.</span></li> </ul> <p><span class="C9DxTc ">Customer-Success Oriented Support</span></p> <ul> <li class="zfr3Q CDt4Ke "><span class="C9DxTc ">Deliver a high-quality customer experience by empathizing with customer needs and ensuring their success with our solutions.</span></li> <li class="zfr3Q CDt4Ke "><span class="C9DxTc ">Proactively identify opportunities to enhance customer adoption and usage of Generative AI capabilities.</span></li> <li class="zfr3Q CDt4Ke "><span class="C9DxTc ">Act as a trusted advisor, helping customers align product capabilities with their business processes.</span></li> </ul> <p><span class="C9DxTc ">Process Optimization</span></p> <ul> <li class="zfr3Q CDt4Ke "><span class="C9DxTc ">Apply a process-oriented approach to streamline technical support workflows, ensuring consistent issue resolution and tracking.</span></li> <li class="zfr3Q CDt4Ke "><span class="C9DxTc ">Document common issues and solutions in a knowledge base to empower customers and internal teams.</span></li> <li class="zfr3Q CDt4Ke "><span class="C9DxTc ">Identify recurring issues and collaborate with Product and Engineering teams to improve system performance and reliability.</span></li> </ul> <p><span class="C9DxTc ">Workflow Business Process Expertise</span></p> <ul> <li class="zfr3Q CDt4Ke "><span class="C9DxTc ">Understand custome ... (truncated, view full listing at source)