Technical Success Analyst

People.ai is an AI-powered foundational data platform that helps customers unlock go-to-market success and growth by providing teams with solutions built specifically for their needs. Providing enhanced pipeline visibility, more actionable insights, and a single source of truth for all sales activities. People.ai’s unique dataset, consisting of trillions of sales activities, millions of deals, 160 million business contacts, and 69 approved patents related to AI-based business insights, sets the company apart. Companies such as Verizon, IBM Red Hat, Snowflake, Zoom, and Palo Alto Networks rely on their enterprise-ready, patented AI technology.

At People.ai, we believe that people enrich the world around them in countless ways. We believe that the more time they spend applying their creativity, resourcefulness, and critical thinking to activities that matter most in their professional life, the more effective a professional they become. Our team is a diverse, outspoken group of creatives and critical thinkers, hyper-focused on driving change and growth. We embrace different. We applaud non-traditional career paths. We're inspired by people who have made processes their own.

As a Technical Success Analyst at People.ai, you’ll be the first line of technical support for our customers, ensuring they have a smooth experience with our AI-powered data platform. You will leverage your advanced SQL & Python skills, and deep understanding of the Salesforce ecosystem to quickly analyze and resolve technical issues, escalating complex problems to senior support staff and engineers when needed. If you are a highly motivated problem-solver with a passion for customer success and a knack for simplifying the complex, we encourage you to apply!

Responsibilities:

• Utilize SQL, SOQL, and other non-structured query languages to gather information for the purposes of investigation.
• Enable engineering teams with thoroughly documented investigation steps and expected outcomes, thereby reducing the amount of engineering effort required for support issues.
• Identify opportunities for improvement in internal support processes and own recommendations to improve handoffs end-to-end.
• Act as the voice of the customer and help the engineering team understand the “why” behind a fix/feature and/or the urgency of delivery.
• Maintain the first reply time of under two hours and help the team to drive down Full Resolution Time by 20%.
• Create an incredible cultural foundation for Support Engineering. Build strong relationships with engineering, product, and customer success teams.

Requirements:

• SQL - advanced fluency in table transformation, subqueries, joins and aggregations. Experience working in PostgreSQL databases is preferred.
• Python - intermediate fluency with Python concepts including basic string manipulation, creating functions, for loops, and common errors.
• Technical acumen (SQL required, experience ramping on multiple coding languages preferred)
• Attention to detail and an ability to interpret ambiguous requests to drive Case resolution.
• Experience supporting customers within the Salesforce ecosystem.