Canoe Intelligence

Support Engineer

• Become a Canoe product expert and understand how its proprietary machine learning technology adds value to client workflows
• Troubleshoot and resolve complex client-reported issues
• Serve as an escalation point for Canoe’s production customers and junior support resources
• Answer cases related to how-to questions, troubleshooting, and training
• Lead cross-functionally with Canoe teams to solve client inquiries
• Respond to client inquiries consistently, concisely, and promptly
• Immediately take on urgent or critical client issues
• Educate new and existing resources on functionality and internal processes
• Collaborate with Product to relay ideas and feedback and track bug resolution
• Coordinate with Data Operations to incorporate client feedback into technology and improve systematic data collection
• Work with Relationship Management on escalated client situations
• Contribute videos and articles to Canoe’s Knowledge Base
• Conduct client training on foundational functionality and best practices
• Act as a thought partner and lead projects involving Support
• Serve as a technical contact for customers and internal resources regarding how-to questions, troubleshooting, training, the Canoe API, and other product integrations
• Report to the Manager of Support

Senior Support Analyst

• Become a Canoe product expert and understand how its proprietary machine learning technology adds value to client workflows
• Troubleshoot and resolve complex client-reported issues
• Serve as an escalation point for Canoe’s production customer base and junior support resources
• Answer cases involving how-to guidance, troubleshooting, and training
• Lead cross-functionally with Canoe teams to resolve client inquiries
• Respond to client inquiries consistently, concisely, and in a timely manner
• Immediately take ownership of urgent or critical client issues
• Educate new and existing resources on functionality and internal processes
• Collaborate with the Product team to relay ideas and feedback and track reported bug resolution
• Coordinate with the Data Operations Team to incorporate client feedback into Canoe’s technology
• Work directly with Relationship Management on escalated client situations
• Contribute videos and articles to Canoe’s Knowledge Base
• Conduct client training on foundational functionality and best practices
• Provide input on larger Support initiatives and lead related projects
• Act as a technical contact for customers and internal resources regarding how-to guidance, troubleshooting, training, the Canoe API, and other product integrations
• Report to the Manager of Client Support

Senior Support Analyst

Senior Client Support Analyst