Basis Technology is the leading provider of software solutions for multilingual text analytics, identity resolution, and digital forensics. Our solutions are used by leading technology companies and government organizations to improve the accuracy of information retrieval, text mining and other applications through advanced linguistics and digital forensics.

Job overview:

We are looking for a Technical Support Engineer (TSE) who will be responsible for providing frontline support for the Rosette customers globally. Reporting to the Senior Technical Support Manager the TSE will primary be responsible for first line (L1) support, with the opportunity to grow to providing L2 support.  This is an opportunity to learn and grow with a team that’s offering cutting edge technology in the field of multilingual text analytics.

Job Responsibilities:

  • Hands on support engineer providing L1 support via email and phone to customers around the world
  • Learn existing and new Basis products
  • Serve as the liaison between Basis and the customer
  • Manage customers’ issues and keep them informed of progress
  • Perform acceptance testing of product releases
  • Generate licenses and support sales engineers
  • Assist the data team by managing external data annotation projects. This may include setting schedules, communicating with external partners, and updating project plans and contracts as requested by data engineers.

Job Requirements:

  • Bachelor's degree in a technical field preferred
  • 3-5 years of experience in providing remote technical support
  • Ability to troubleshoot a range of user issues from installation to understanding product usage and configuration
  • Experience or familiar with project management
  • Knowledge of Java and Python a plus
  • Knowledge of computational linguistics, NLP, and/or data science a plus
  • Knowledge of or experience with relevant search technologies such as Elasticsearch, Solr and/or Apache Lucene a plus 
  • Strong analytical and problem-solving skills
  • Excellent verbal and written communication skills with a passion to solve customer issues
  • Highly organized and detail oriented
  • Self-starter with a high sense of urgency

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

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