Technical Support Analyst



IT, Customer Service
Posted on Friday, June 28, 2024
Replicant was founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world, starting with customer service.
As the leader in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant's AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. We are now leading the way in using Large Language Models (LLMs) to transform customer service- again.
If you're excited by AI, ChatGPT, LLMs and want to make an impact with other great technologists and strong go-to-market leaders, then look no further. We've grown our team by 3x, increased revenue by 4x, and were named a top enterprise AI company by The Information. We currently serve Fortune 500 customers, run millions of AI calls per month in production, and are increasing our footprint globally.
Replicant is an ecosystem for crafting conversations, with in-house deep-learning algorithms we’ve built from scratch that allow our Thinking Machines™ to listen, think, and interact with the world. We have also built a suite of tools for conversation design and development, monitoring, testing, continuous learning, and constant improvement.
That’s where you come in. We’re looking for a Technical Support Analyst with strong communication and technical troubleshooting/analytical skills to provide world-class support to Replicant’s Enterprise customers. You will have the opportunity to empower customers on how to use self-service tools and resources, troubleshoot and solve complex challenges, improve and enhance customer-facing Thinking Machines™, and resolve support requests for our mission critical services.

What You'll Do

  • Provide exceptional customer technical support to Replicant’s Enterprise customers through ticket responses and proactive support
  • Analyze and review logs, code, and in-house visual tooling to understand complex bugs and issues with Replicant’s products and services, as well as troubleshoot customer API issues
  • Document technical issues and enhancement requests clearly and concisely in Jira tickets for the Engineering team. Your ability to effectively communicate technical details and proposed solutions will be crucial for the prompt and accurate resolution of issues
  • Work cross-functionally with Engineering, Operations, Customer Success, and Professional Services to ensure customer requests are resolved within SLA and meet a high level of customer satisfaction
  • Collaborate with the incident management team to ensure effective internal and external communication during incidents
  • Work with the Director of Technical Support to improve and innovate Replicant’s support, maintenance, and managed services processes and operational proceduresAssist with the development of customer self-help resources
  • Work as an integrated member of a fully remote, cross-functional Support team
  • Participate in regular on-call/after hour rotations to support our systems

What You'll Bring

  • 2-3 years of experience providing customer technical support
  • Excellent interpersonal, written, and verbal communication skills
  • A strong sense of ownership and customer empathy — we work very closely with our internal teams and external customers. Maintaining positive working relationships with them is paramount to the success of our business
  • An ability to negotiate priorities and timelines with customers to the benefit of Replicant
  • Thrive in fast-paced, highly collaborative team environments
  • Strong team player - we work in small product teams that work very closely together and are constantly collaborating in order to move as fast as possible
  • Open minded and independent thinker who likes to own and solve challenging and complex problems
  • Willingness to learn new skills, technologies, frameworks as needed
  • Interest in the aesthetics of conversation design - you like to sweat the details of language used in customer communication
  • Experience working with REST APIs, Authentication (OAuth 2.0 and Basic)
  • Knowledge or experience in JavaScript or TypeScript is highly beneficial
For all full-time employees, we offer:
🏠 Remote working environment that respects time zone differences
💸 Highly competitive salaries, equity, and for US Employees, a 401(k) plan
🏥 Top of the line healthcare (medical, vision, and dental)
🏋️ Health and Wellness Perk
🖥️ Equipment Stipend
🌴 Flexible vacation policy
✈️ Amazing team trips & offsites where you can find our CEO baking bread for the team
🌺 Replicants are eligible for a 5-week sabbatical after being at the company for 4.5 years
Our Values
Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.
Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team.
Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do.
Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own.
Replicant is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at and we’ll work to meet your needs.