[Hiring] Customer Support Engineer @LILT

Role Description

We are looking for a curious and detail-oriented Customer Support Engineer to help our linguists and platform customers get the most out of LILT. You will be the first line of support for platform users, evaluating incoming requests, resolving what you can, and routing what you cannot to the right team. You will also work directly with some of our largest enterprise customers, joining regular customer calls to troubleshoot issues and keep them informed.

This is a full-time, remote role. We are hiring in the Pacific or Mountain time zone (for example Seattle, Portland, Denver, San Diego or Salt Lake City) so you can overlap with our customers and engineering teams.

What you will do

• Platform support: Assist linguists and platform customers with day-to-day platform questions, including running jobs, opening and processing files, and navigating the LILT interface.
• Customer calls: Join weekly customer calls, and jump on ad hoc calls when needed, explaining technical issues clearly and following through to resolution.
• Bug triage: Investigate and reproduce reported errors, filtering and documenting bugs clearly before escalating to the Engineering team, and communicating feature requests to Product.
• Queue management: Handle incoming support requests in a timely manner, meeting SLAs and keeping customers informed throughout.
• Product enhancement requests: Document and relay frequent customer pain points or feature suggestions to drive ongoing platform and process improvements.

Qualifications

• 1–3 years of experience in customer support, technical support, localization support or similar customer-facing roles.
• Comfortable working with technical products and learning new tools quickly.
• Strong written and verbal communication skills, so you can explain technical issues clearly to both end users and technical administrators, including on customer calls.
• An analytical mindset: you dig into problems methodically and know when to escalate.

Requirements

• Required expertise in:
  • SQL and database management
  • Google Cloud Platform (GCP)
  • REST APIs
  • Authentication and single sign-on (SSO) troubleshooting
• Nice to have:
  • Browser network and debugging tools
  • Datadog
  • GitHub
  • Yarn for package management
• Bachelor’s degree or equivalent experience preferred; Computer Science, Linguistics or a related field is a plus but not required.

Company Description

LILT has been a machine learning company since its founding in 2015. At the time, machine translation didn’t meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, human-in-the-loop systems, and now agentic AI.

With AI innovation accelerating and enterprise demand growing, the next phase of LILT’s journey is just beginning.