People.ai is an AI-powered foundational data platform that helps customers unlock go-to-market success & 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. 

Mission: Increase world-class support and improve communication between support engineering and the engineering team.

Outcomes:

1. Become the foremost expert on frontend and backend People.ai architecture and services.

2. Act as the most technical member of the support engineering team. Utilize SQL, SOQL, and other non-structured query languages to gather information for the purposes of investigation.

3. Enable engineering teams with thoroughly documented investigation steps and expected outcomes, thereby reducing the amount of engineering effort required for support issues.

4. Identify opportunities for improvement in internal support processes and own recommendations to improve handoffs end-to-end.

5. Build relationships with cross-functional teams such as Engineering, Product, and other Customer Success teams to understand the 360-degree view of the customer experience.

6. 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.

7. Maintain the first reply time of under two hours and drive down Full Resolution Time by 20%.

8. Create an incredible cultural foundation for Support Engineering. Build strong relationships with engineering, product, and customer success teams.

Competencies

1. SQL - advanced fluency in table transformation, subqueries, joins and aggregations. Experience working in PostgreSQL databases is preferred. 

2. Python - intermediate fluency with Python concepts including basic string manipulation, creating functions, for loops, and common errors. 

3. Technical acumen (SQL required, experience ramping on multiple coding languages preferred)

4. Attention to detail

5. Experience supporting customers within the Salesforce ecosystem