Internship - Technical Support

About Digital.ai

At Digital.ai, we are revolutionizing enterprise software delivery. A 9-time leader in the Gartner Magic Quadrant for Enterprise Agile Planning, we enable large-scale organizations to drive digital transformation through AI-powered DevSecOps. Our platform empowers over 50% of the Fortune 100 and market leaders across industries like financial services, retail, technology, manufacturing, and government. By unlocking the power of predictive insights and secure software delivery, we help our clients accelerate their innovation and stay ahead of the digital curve.

Digital.ai is currently looking for a Technical Support Engineer - Intern, you'll engage with Enterprise-level customers, providing guidance, support and analysis. You’ll learn to become a Subject Matter Expert in at least two products within the Digital.ai Value Stream Platform. You will proactively help customers avoid potential issues and be responsible for providing clearly articulated solution to achieve the greatest customer satisfaction. Having a strong background from working within the software development cycle will be a major pre-requisite for this role.

If you are a quick thinker and able to deliver a high-quality code, quickly, using the latest frameworks and technologies – you should join us! 

Requirements:

• Provide high quality 24/7 technical support of Digital.ai products by helping customers resolve issues, including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes
• Perform thorough analysis of the issue and provide customer updates within the set SLAs and response time guidelines
• Maintain availability to customers and other team members during normal working hours and be available to flex your schedule to accommodate trends in ticket volume
• Practice the ‘give and take’ model of knowledge and experience exchange by sharing information gained through individual training, on-sites, and other non-typical job-related opportunities with the greater team
• Work on the basis that screen sharing calls with the customer are the best way to resolve customer issues rather than email
• Consistently communicate with customers to convey the status of fixes, triage, and questions. You will ensure that customers are kept always informed.
• Support on-going efforts in defining best practice for Digital.ai product solutions
• Facilitate and liaise communication across internal teams and update the customers systematically
• Contribute, maintain, and improve knowledge base articles, SharePoint pages, training materials, and other repositories of information to keep it accurate, pertinent, and valuable
• Look for ways that the support team can improve our processes, communication, systems, etc., so that we can more provide more help to our customers
• Must be able to work effectively with a globally distributed team using collaborative tools such as Zendesk, Atlassian, Microsoft Office 365 suite, and Slack
• Alert management proactively about customer issues that are heading toward escalation or which require special handling
• Advocate as Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
• Report customer use cases, requirements, and enhancement requests
• Characterise customer-found defects and recommend fixes
• Protect Customer intellectual property and any personal information that you may encounter during your efforts

Digital.ai is firmly committed to merit-based hiring. We maintain compliance with US and International laws. We welcome everyone from all backgrounds, including age, race, color, gender, identity, gender expression, sex, pregnancy, national origin, ancestry, religion, physical or mental ability, medical condition, sexual orientation, marital status, citizenship status, protected military or veteran status, and believe that diversity is the foundation of innovation.

For individuals with disabilities who would like to request an accommodation, please advise us within your job application or cover letter.

FRAUD PREVENTION ALERT: please note that Digital.ai does not use third party recruiters. In our efforts to protect you against possible impersonation please check the email address or are contacted by an unfamiliar/third party requesting please reach out directly to Digital.ai.