Customers Technical Support Engineer

About Gladia

Gladia was founded in 2022 by Jean-Louis Quéguiner, former VP Research & Innovation @OVHcloud, with a specific mission: to help companies leverage cutting-edge AI and retrieve actionable insights from audio data.

We raised $16M in Series A from top investors (XAnge, Illuminate Financial, XTX Ventures etc.) to build the ultimate audio AI infrastructure for voice-first platform.

Our raison d’être is to empower any voice-first companies enabling them to easily integrate our transcription capabilities into their products, regardless of language, industry, or tech stack. Our API supports advanced speech recognition and analysis features in over 100 languages, with exceptional accuracy and speed. Typical use cases are center solutions, note-taking assistant and meeting recorder.

We firmly believe that real-time AI represents the next frontier, poised to transform a multitude of industries.

As our B2B SaaS product matures and our product portfolio expands, we’re seeking a Founding Technical Clients Support Engineer to establish effective processes and manage an ever-growing volume of customer requests and feedback. Reporting to the Product Lead, you’ll play a pivotal role in ensuring our clients receive an exceptional experience from onboarding to ongoing support.

Role

• Manage all technical issues encountered by customers, prospects, and community members. Provide solutions when possible, or escalate and coordinate with the tech team when needed to ensure timely resolution
• Develop and implement Gladia’s onboarding and client satisfaction processes
• Onboard new customers and prospects, ensuring their configurations are correct and optimized to achieve the best results with Gladia
• Identify common challenges and potential pitfalls faced by users, and collaborate with the marketing team to produce helpful guides and tutorials
• Monitor usage and behavior trends to drive adoption of new features that could benefit customers’ specific use cases
• Serve as the customer advocate, representing their needs and insights to the product and marketing teams
  
  

Profile

• You are tenacious and resilient - must have
• You are a hacker mindset with a proactive, problem-solving drive, continuously seeking ways to optimize processes and improve customer experience - must have
• 2 to 5 years in customer Support roles within SaaS companies, with a track record of orchestrating and implementing effective processes and SLAs (Service Level Agreements) – must-have
• Strong technical aptitude with the ability to quickly learn and understand APIs (Eg. Postman) and work confidently with code examples – must-have
• Exceptional verbal and written communication skills, along with active listening abilities
• Experience with ticketing (eg. intercom, linear) and communication tools (eg. slack)
• Knowledge of status codes and curl commands, essential for troubleshooting and communicating technical issues effectively - nice to have
• Monitoring of user’s usage: Grafana, Metabase, SQL
• Demonstrable a clear sense of urgency in addressing customers’ needs, always keeping their value and satisfaction at the forefront
• Fluency in English and French The compensation offered is based on seniority and experience and would typically range from €50k to €60k in base salary.
  
  

What Gladia offers:*

• Full remote policy with team gathering in Paris every 1.5 months or work from our amazing offices & rooftop in the heart of Paris (Sentier)
• Lunch vouchers (approx. 200€/month)
• An allowance of 360 euros/year for your sports activities
• An allowance of 300 euros for the adaptation of your workstation
• A health insurance (100% coverage) and a pension contract with Alan Blue for you & your family
• Unlimited vacation policy
• For France based employee
  
  

Compensation Range: €50K - €60K