Technical Support Engineer - job 1 of 2

LILT in the News

• We were named to The Software Report’s fifth annual list of TOP Software Companies! Click here to learn more and see the full list.

• LILT listed on the Inc. 5000 List for the first time.

• Check out all our news on our website. 

• Lilt is proud to announce that our co-founder, John Denero along with our employees- Joern Wuebker and Thomas Zenkel just received approval for the issuance of U.S. Patent 12,277,402 for their innovative end-to-end neural word alignment process! This patent represents a significant advancement in machine translation technology that allows for more accurate preservation of formatting when translating content between languages. Congratulations John, Joe and Thomas!

About Us

LILT is the leading AI solution for enterprise translation. Our stack made up of our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback enables global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs. With LILT, innovative, category-defining organizations like Intel, ASICS, WalkMe, and Canva are using AI technology to deliver multilingual, digital customer experiences at scale.

While our core AI technology might share similarities with ChatGPT and Google Translate, it's what we do with it that makes LILT truly revolutionary. Our patented Contextual AI Engine goes beyond basic translations, understanding the nuance of our customer's content and target audience to deliver hyper-accurate, business-focused results. Our connector-first approach seamlessly integrates with our customer's existing workflows, and our human-adapted feedback loop ensures continuous improvement, making LILT a constantly evolving AI partner for your global ambitions.

Where You’ll Work

Get the best of both worlds at LILT! Dive into dynamic in-office energy 2 days a week, sparking creativity and forging bonds with your awesome team. Then, seamlessly shift gears and crush your to-do list from the comfort of your home base for the rest of the week. It's the perfect harmony of productivity and personal freedom. Want a peek inside? Visit our Careers page!

This is a contract position and remote based in the USA. 

Authorization to work in the U.S. is a precondition of employment.

What you’ll do

We are seeking a highly motivated and skilled Technical Support Engineer to join our customer support team. As a Technical Support Engineer for the Lilt platform, you will work directly with our customers and linguists to help them resolve the issues they face while working with the platform and help LILT improve its AI platform. You will be the face of the company externally when discussing solutions and building relationships with our customers and providing valuable feedback internally to our engineering teams to help improve our products and services. You will collaborate closely with our production and customer success teams and leverage your technical abilities to ensure timely delivery of projects to our customers. The role also provides you the opportunity to build, fix, and create tools and features that have a direct impact on both internal and external users that depend on our product every day.

It's a great opportunity to learn a technically complex, customer-oriented product from the inside-out. Every day brings exciting and new challenges!

Responsibilities:

• Be a key source of knowledge on the LILT platform and APIs, the underlying web-stack technologies, and industry-standard integration methods and best practices.

• Interact regularly with Engineering, Production, and cross-functional management on high-profile technical issues  to the product support team.

• Reproduce customer issues, file bug reports, and coordinate the delivery of fixes.

• Analyse customer data including log files, stack traces, browser traces and thread dumps.

• Be an internal product advocate, track product processes and contribute to the platform feeding back feedback and issues you get back from LILT platform users

• Author knowledge base articles and drive internal knowledge-sharing initiatives.

• Be prepared to work in a 24x5 shift environment

Who you are:

• You are creative, courageous and have strong problem-solving capabilities 

• You can adapt to change quickly, while dealing with many varied technical support requests and challenges

• You are highly technical with an interest in internet technologies and knowledge of technical processes (think SQL / HTML / JavaScript / PHP / Java / Scripting).

• You are self-driven, flexible, and have the ability to maintain high levels of productivity with minimal supervision; taking accountability for your work and results delivered.

• You’ve had exposure to uncertain situations and show a history of dealing with ambiguity successfully

• You make quick informed decisions under pressure and prioritize appropriately based on urgency, necessity and both internal and external requests.

Skills and Experience:

• Excellent customer service and problem solving skills

• Ability to quickly diagnose, multi-task and resolve customer issues

• Must be able to research application database, application code and knowledge base and recreate issues to provide customer solutions

• Effectively communicate with customers as required: keeping them informed of incident progress and maintaining records of customer interactions including actions taken - in written and sometimes in a meeting conference call

• Must be able to work independently and as a member of a team

• STEM degree preferred but not required

• Experience with a monitoring tool like Datadog is required 

• Experience within the localization industry and multiple languages is a plus

• Experience in a Technical Support team setting (preferably in enterprise application software support) for more than 2 years

• SQL/Relational Databases - minimum 2-5 years

• Linux environment and kernel - minimum 2-5 years

• Scripting (i.e. Bash, Python, etc.) - minimum 2-3 years

Why You’ll Love LILT

We are mission driven, passionate about our Customers' outcomes and we move really fast!  There is never a dull moment in our learning rich environment.  We live the 70/20/10 learning model where 70% of your learning will come through on-the-job experience, 20% through coaching and mentoring and 10% through formal learning channels.  This role will push you outside your comfort zone, but our leaders and team members will be right there with you to provide real time coaching and feedback.  You will grow a TON in your first year and we are excited to be a part of unlocking your potential! 

Our Story

Our founders, Spence and John met at Google working on Google Translate.  As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone. They were amazed to learn that Google Translate wasn’t used for enterprise products and services inside the company and left to start a new company to address this need – LILT. 

At its core, LILT has always been a machine learning company since its incorporation on March 6, 2015. At the time, machine translation didn’t meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, believing that this foundation was imperative to the future of enterprise translation.

Benefits:

• Compensation: At market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidays

• Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, and more. In addition, LILT pays for basic life insurance, short-term disability, and long-term disability

• Paid parental leave is provided after 6 months.

• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle

Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILT's Privacy Policy at https://lilt.com/legal/privacy. LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual’s race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.