Job Summary
This role will involve providing world-class customer service and technical support for our vector database and all Pinecone products. The ideal candidate will have excellent communication and customer service skills, empathy, and ethical decision-making. They should have a strong technical background, including experience working with Python and REST APIs, the ability to understand data structures, and interest in or familiarity with fundamental search and AI concepts.
Job Responsibilities
- Manage and resolve customer inquiries in a timely and effective manner
- Provide support to customers by troubleshooting technical issues and communicating escalations to our engineering teams
- Explain usage and costs to customers, working closely with our finance team to address billing inquiries
- Design runbooks to improve coverage and effectiveness of our internal AI agents
- Identify areas of improvement for customer experience and share suggestions with our product team
- Enhance our product literature by creating knowledge articles and improving our documentation
Job Qualifications
- Strong technical acumen with the ability to understand and explain APIs, cloud
- infrastructure, data pipelines, and enterprise software integrations.
- Ability to communicate complex technical concepts to both technical and non-technical audiences.
- Proficiency in one or more popular programming languages (Python, JavaScript).
- Thrives in a startup environment: resourceful, adaptable, and proactive in creating solutions.
- Preference for experience working with cloud providers (AWS, GCP, Azure)
