Technical Support Engineer

OverviewAbout LILTAI is changing how the world communicates — and LILT is leading that transformation. We are on a mission to make the world's information accessible to everyone, regardless of the language they speak. We use cutting-edge AI, machine translation, and human-in-the-loop expertise to translate content faster, more accurately, and more cost-effectively without compromising on brand, voice, or quality.At LILT, we empower teammates with leading tools, global collaboration, and growth opportunities to do their best work. Our company virtues — Work together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1 — guide everything we do. We are trusted by Intel, Canva, the U.S. Department of Defense, the U.S. Air Force, ASICS, and hundreds of global enterprises. Backed by Sequoia, Intel Capital, and Redpoint, we are building a category-defining company in a $50B+ global translation market being redefined by AI.Where You’ll WorkGet the best of both worlds at LILT! Join a dynamic in-office environment two days a week, then work from home for the rest of the week. Visit our Careers page for more details.This is a contract position and remote based in the USA.The right to work in the U.S. is a precondition of employment.What you’ll doWe are seeking a highly motivated and skilled Technical Support Engineer to join our customer support team. As a Technical Support Engineer for the LILT platform, you will work directly with our customers and linguists to help them resolve issues and to help LILT improve its AI platform. You will be the face of the company when discussing solutions, build relationships with customers, and provide feedback to engineering to improve products and services. You will collaborate with production and customer success teams to ensure timely delivery of projects and will have opportunities to build, fix, and create tools and features that impact both internal and external users.It’s a great opportunity to learn a technically complex, customer-oriented product from the inside-out. Every day brings exciting challenges.ResponsibilitiesBe a key source of knowledge on the LILT platform and APIs, the underlying web-stack technologies, and industry-standard integration methods and best teract regularly with Engineering, Production, and cross-functional management on high-profile technical issues to the product support team.Reproduce customer issues, file bug reports, and coordinate the delivery of fixes.Analyse customer data including log files, stack traces, browser traces and thread dumps.Be an internal product advocate, track product processes and contribute to the platform by feeding back feedback and issues from usersAuthor knowledge base articles and drive internal knowledge-sharing initiatives.Be prepared to work in a 24x5 shift environmentWho you areYou are creative, courageous and have strong problem-solving capabilitiesYou can adapt to change quickly, while dealing with many varied technical support requests and challengesYou are highly technical with an interest in internet technologies and knowledge of technical processes (SQL / HTML / JavaScript / PHP / Java / Scripting)You are self-driven, flexible, and can maintain high levels of productivity with minimal supervision; you take accountability for your work and resultsYou have experience dealing with ambiguity and uncertain situationsYou make quick informed decisions under pressure and prioritize based on urgency and requestsSkills and ExperienceExcellent customer service and problem solving skillsAbility to diagnose, multi-task, and resolve customer issuesAbility to research application databases, code, and knowledge bases and recreate issues to provide solutionsEffective written and verbal communication with customers, and maintaining records of interactionsAbility to work independently and as part of a teamSTEM degree preferred but not requiredExperience with a monitoring tool like Datadog is requiredExperience in the localization industry is a plusExperience in a technical support team for enterprise application software for more than 2 yearsSQL/Relational Databases – 2-5 yearsLinux environment and kernel – 2-5 yearsScripting (Bash, Python, etc.) – 2-3 yearsBenefitsCompensation at market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidaysMedical benefits: medical, dental, and vision insurance; basic life insurance and related coveragePaid parental leave after 6 monthsMonthly lifestyle benefit stipend via Fringe to customize benefitsOur StoryOur founders, Spence and John, met at Google while working on Google Translate. As researchers at Stanford and Berkeley, they aimed to make information accessible to everyone. They left Google to build something better in LILT, founded in 2015, focusing on machine translation quality, large models, human-in-the-loop systems, and agentic AI.With AI innovation accelerating, LILT is entering the next growth phase.Our TechWhat sets our platform apart:Brand-aware AI that learns voice, tone, and terminology to ensure translations are accurate and consistentAgentic AI workflows that automate the translation process end-to-end100+ integrations with systems like Adobe Experience Manager, Webflow, Salesforce, GitHub, and Google DriveHuman-in-the-loop reviews via a global network of professional linguists for high-impact contentLILT in the NewsFeatured in The Software Report’s Top 100 Software CompaniesListed on Inc. 5000Hold numerous patents powering AI modelsInformation collected and processed as part of your application is subject to LILT’s Privacy Policy at LILT, we are committed to a fair, inclusive, and transparent hiring process. We may use AI and automated tools to assist in the evaluation of applications, including résumé screening, assessment scoring, and interview analysis. All final hiring decisions are made by people. If you have concerns, require accommodations, or would like to opt out of AI usage in our hiring process, please contact is an equal opportunity employer and is committed to fair employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected status. #J-18808-Ljbffr

Created: 2025-09-21