Become a Customer Solutions Engineer at Kapa: Pioneering the Future of AI-Powered Technical Support
Are you passionate about the transformative power of AI and dedicated to ensuring customers succeed? Do you thrive in a fast-paced habitat where you can directly impact a rapidly growing company? If so, a career as a Customer Solutions Engineer at Kapa might be the perfect fit.
kapa is revolutionizing how technical companies deliver support and unlock the value of their knowledge. We empower organizations like Docker, Grafana, and Mixpanel to build bright AI assistants that instantly provide answers to complex technical questions. These aren’t your average chatbots; thay’re powered by a company’s existing knowledge base – documentation, tutorials, forum posts, even internal Slack channels and GitHub issues – to deliver accurate and helpful responses. With over 200 companies already leveraging Kapa and exceeding 10 million questions answered, we’re at the forefront of a significant shift in technical support.
This isn’t just about troubleshooting; it’s about building the future of accessible technical expertise. And we’re looking for a talented Customer Solutions engineer to help us scale that vision.
What You’ll Do: Shaping the customer Experience at Kapa
As a Customer Solutions Engineer,you’ll be a critical link between our innovative technology and the success of our customers. You’ll be working directly with the founding team, owning the support engineering strategy and becoming the trusted first point of contact for our growing customer base. Here’s a detailed look at your responsibilities:
* Strategic Support Ownership: You’ll be instrumental in defining and implementing our support engineering strategy, ensuring a seamless and positive experience for every customer.
* First-Line Support & advocacy: You’ll directly manage the support queue, providing prompt and effective assistance to customers encountering challenges with deployment and management of their Kapa AI assistants.
* Technical Collaboration: You’ll work closely with our engineering team to identify, debug, and resolve customer issues, contributing directly to product improvements. This includes escalating complex problems and providing detailed debugging facts.
* Onboarding Partnership: Collaborate with our go-to-market team to provide technical expertise during customer onboarding, ensuring a smooth and successful implementation.
* Knowledge Base Development: You’ll be a key contributor to our self-service resources, creating clear and concise documentation and support content to empower customers to resolve issues independently. (You’ll be using kapa.ai to do so - experience it firsthand!)
* Sales Engineering Support (Occasional): You may occasionally partner with our account executives during the early stages of the sales cycle, providing technical demonstrations and answering prospective customer questions.
Is This Role Right for You? The Ideal candidate Profile
We’re looking for someone who is genuinely excited about the potential of AI and dedicated to customer success.While specific technical skills are importent, we value a proactive attitude, a willingness to learn, and a passion for problem-solving.
Here’s what we’re looking for:
* Customer-Centric Mindset: A genuine desire to help customers achieve their goals and a commitment to providing exceptional support.
* Hands-On technical Proficiency: Experience with API integration, debugging customer implementations, and scripting (Python, Bash, etc.) to resolve technical challenges. Familiarity with REST APIs is a plus.
* LLM & RAG Enthusiasm: A strong interest in Large Language models (LLMs),Retrieval-Augmented Generation (RAG),and agentic workflows.You should enjoy experimenting and tinkering with these technologies.
* Adaptability & Resilience: The ability to thrive in a dynamic, fast-paced environment where priorities can shift and definitions are sometimes fluid. We’re building something new, and that requires flexibility!
* Strong Interaction Skills: The ability to clearly and concisely communicate technical concepts to both technical and non-technical audiences.
Don’t meet every single requirement? Don’t let that stop you! We believe that potential and a willingness to learn are just as important as specific skills. If you’re passionate about Kapa’s mission and believe you can contribute, we encourage you to apply.
Why Kapa? the benefits of Joining a Leading AI Innovator
Kapa isn’t just building AI assistants; we’re building a better future for technical support. Here’s what sets us apart:
* Cutting-edge Technology: You’ll be working with the latest advancements in
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