AutogenAI

Provide first-level technical product support and troubleshoot using JSON logs while collaborating with engineering and maintaining documentation. | Requires 3+ years of SaaS customer support experience, proficiency with Zendesk, Slack, Datadog, Linear, and a bachelor's degree. | Join AutogenAI – Revolutionizing Bid and Proposal Writing with generative AI AutogenAI is a leader in Generative AI SaaS, transforming how organizations create and optimize winning bids, tenders and proposals through cutting-edge natural language processing technology. We are one of the fastest-growing AI companies in the world, expanding rapidly to meet the increasing demand for AI-driven solutions across sectors. Our innovation stems from a belief that language technology will revolutionize business communication over the next decade. We empower our clients to grow faster and more efficiently by delivering bespoke AI language engines tailored to their needs, saving time, improving content quality, and boosting win rates in highly competitive markets. We drive AutogenAI’s growth by fostering a culture where innovation and ambition thrive, building a company where everyone can have a career-defining experience. As we scale, we invite passionate professionals to join our journey of innovation, helping shape the future of AI-powered business solutions. Job Summary: As a Customer Support Agent, you will be the first point of contact for our customers, ensuring they receive exceptional support and guidance on the AutogenAI platform. You will be responsible for addressing customer inquiries, troubleshooting issues, and collaborating with various teams to deliver a seamless customer experience. This role offers the opportunity to become an expert in our product, work cross-functionally with key departments, and directly contribute to customer satisfaction and retention This role must cover US East Coast hours between 8am - 5pm. What you'll be responsible for: Providing Product Support: Become a product expert to address customer questions, providing accurate and prompt assistance via email, webform, phone and live chat. Technical Aptitude: Research and identify appropriate JSON logs and traces to help identify root causes, and ability to discuss with 2nd line support. Categorizing and Prioritizing Inquiries: Identify the priority of customer inquiries and categorise them to ensure efficient handling and assignment. Ensure that complex issues are escalated to the appropriate teams. Ability to provide timely and consistent updates to ticket requestors on the status. Documenting Solutions and Creating Resources: Write and update knowledge base articles and internal documentation to help customers self-serve, reducing the volume of repeat inquiries and Support's resolution time. Collaborating Across Teams: Work closely with Customer Success Managers, the Engineering team, and other departments to resolve issues, share feedback, and improve the customer experience. Delivering Outstanding Customer Service: Strive to delight customers by providing a seamless, friendly, and effective support experience that builds trust and loyalty. Tracking and Monitoring Issues: Document, track, and monitor problems to ensure timely resolutions, keeping customers informed throughout the process. Adhering to SLAs and KPIs: Consistently meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain high standards of service quality. What You'll Bring to the Team: Problem-Solving Skills: You possess a natural aptitude for troubleshooting and enjoy finding creative solutions to customer issues, ensuring swift resolutions. Customer-Centric Mindset: A genuine passion for helping customers and a commitment to delivering exceptional service, ensuring they feel valued and heard. Technical Proficiency: Strong computer literacy and the ability to quickly learn new software, enabling you to navigate and understand the AutogenAI platform. Effective Communication: Excellent verbal and written communication skills, allowing you to convey complex information clearly and concisely to both customers and internal teams. Adaptability and Initiative: Able to manage multiple tasks, and take initiative to improve processes and customer experiences. Requirements: Experience: 3+ years of experience in a customer support role, ideally within the SaaS or tech industry. Industry Knowledge: Familiarity with SaaS products, startups, and the customer support landscape, particularly in B2B environments. Technical Skills: Comfortable using support tools and platforms such as Zendesk, Slack, Datadog and Linear. Education: A bachelor’s degree or equivalent experience Work schedule: We're hiring our 2nd US based Agent and the hours are 8am-5pm East Coast timezone. Monday through Friday, with 1 hour for lunch. Technical Aptitude: Experience in reviewing, understanding and discussing programmatic log and trace results Preferred Qualifications: B2B Technical Support Background: Demonstrated success in a B2B technical support role within a SaaS company. Computer Science Degree: A degree in computer science or related technical field is advantageous. Bid Writing Familiarity: Experience with bid writing and the associated processes. Compensation and Benefits: Competitive Salary: ~$55,000 - $65,000 depending on specific experience and qualifications relevant to the role. Performance Bonuses: Opportunities for performance-based incentives Stock Options: Meaningful equity in the company. Comprehensive medical/dental/life insurance: Insurance coverage for individuals and families partially paid by the company as well as opportunity to participate in pre-tax health Flexible Spending Account. Retirement Plan: Ability to invest your pre-tax dollars in a 401(k) retirement plan with company matching contributions. Paid Time Off: Unlimited paid time off — we measure performance by outcomes, not hours logged Flexible Work Options: Remote Paid parental leave: 16 weeks for the primary caregiver, 4 weeks for the secondary caregiver (after one year of year of service) Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development. Values in Action: These aren’t just principles we print and forget – they’re how we work, how we treat each other, and how we deliver for our customers. They shape the company we are, and the one we aspire to become. Customers, Always: Everything starts with our customers. We walk in their shoes, speak their language, and build for their delight and success. We win when they win. Make It Happen: We move fast and take ownership. No waiting, no red tape – just action, urgency, and focus on outcomes. We ask for forgiveness, not permission. Learn and Invent: We stay curious. We learn what we can from past masters - and make up the rest. Change is constant, and so is our growth. Act Like Owners: Titles don’t solve problems - people do. We own challenges, break the rules when it’s necessary, and focus on what matters. Turn It Up to 11: There is no “Good enough”. We raise the bar, push boundaries, and keep building. There’s always a next level. Lead With Respect: We listen first, speak honestly, and value every perspective. Integrity, follow-through, and kindness matter. Build Trust Through Transparency: We default to openness. We give feedback, share information, and assume positive intent - no secrets, no silos. Equal Employment Opportunity Statement: AutogenAI is an equal opportunity employer dedicated to fostering a diverse and inclusive workplace. We do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local laws. We encourage applications from individuals of all backgrounds, including those with disabilities and veterans. Our hiring decisions are based on qualifications, merit, and business needs. At AutogenAI we value the unique perspectives each employee brings and strive to provide an equitable environment. If you require reasonable accommodations during the application or interview process, please let us know, and we will gladly assist you.

Provide technical support and troubleshooting to customers while collaborating with teams and creating documentation to improve customer experience. | At least 3 years customer support experience, preferably in SaaS or tech, with proficiency in Zendesk and technical log analysis. | Join AutogenAI – Revolutionizing Bid and Proposal Writing with generative AI AutogenAI is a leader in Generative AI SaaS, transforming how organizations create and optimize winning bids, tenders and proposals through cutting-edge natural language processing technology. We are one of the fastest-growing AI companies in the world, expanding rapidly to meet the increasing demand for AI-driven solutions across sectors. Our innovation stems from a belief that language technology will revolutionize business communication over the next decade. We empower our clients to grow faster and more efficiently by delivering bespoke AI language engines tailored to their needs, saving time, improving content quality, and boosting win rates in highly competitive markets. We drive AutogenAI’s growth by fostering a culture where innovation and ambition thrive, building a company where everyone can have a career-defining experience. As we scale, we invite passionate professionals to join our journey of innovation, helping shape the future of AI-powered business solutions. Job Summary: As a Customer Support Agent, you will be the first point of contact for our customers, ensuring they receive exceptional support and guidance on the AutogenAI platform. You will be responsible for addressing customer inquiries, troubleshooting issues, and collaborating with various teams to deliver a seamless customer experience. This role offers the opportunity to become an expert in our product, work cross-functionally with key departments, and directly contribute to customer satisfaction and retention This role must cover US East Coast hours between 8am - 5pm. What you'll be responsible for: Providing Product Support: Become a product expert to address customer questions, providing accurate and prompt assistance via email, webform, phone and live chat. Technical Aptitude: Research and identify appropriate JSON logs and traces to help identify root causes, and ability to discuss with 2nd line support. Categorizing and Prioritizing Inquiries: Identify the priority of customer inquiries and categorise them to ensure efficient handling and assignment. Ensure that complex issues are escalated to the appropriate teams. Ability to provide timely and consistent updates to ticket requestors on the status. Documenting Solutions and Creating Resources: Write and update knowledge base articles and internal documentation to help customers self-serve, reducing the volume of repeat inquiries and Support's resolution time. Collaborating Across Teams: Work closely with Customer Success Managers, the Engineering team, and other departments to resolve issues, share feedback, and improve the customer experience. Delivering Outstanding Customer Service: Strive to delight customers by providing a seamless, friendly, and effective support experience that builds trust and loyalty. Tracking and Monitoring Issues: Document, track, and monitor problems to ensure timely resolutions, keeping customers informed throughout the process. Adhering to SLAs and KPIs: Consistently meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain high standards of service quality. What You'll Bring to the Team: Problem-Solving Skills: You possess a natural aptitude for troubleshooting and enjoy finding creative solutions to customer issues, ensuring swift resolutions. Customer-Centric Mindset: A genuine passion for helping customers and a commitment to delivering exceptional service, ensuring they feel valued and heard. Technical Proficiency: Strong computer literacy and the ability to quickly learn new software, enabling you to navigate and understand the AutogenAI platform. Effective Communication: Excellent verbal and written communication skills, allowing you to convey complex information clearly and concisely to both customers and internal teams. Adaptability and Initiative: Able to manage multiple tasks, and take initiative to improve processes and customer experiences. Requirements: Experience: 3+ years of experience in a customer support role, ideally within the SaaS or tech industry. Industry Knowledge: Familiarity with SaaS products, startups, and the customer support landscape, particularly in B2B environments. Technical Skills: Comfortable using support tools and platforms such as Zendesk, Slack, Datadog and Linear. Education: A bachelor’s degree or equivalent experience Work schedule: We're hiring our 2nd US based Agent and the hours are 8am-5pm East Coast timezone. Monday through Friday, with 1 hour for lunch. Technical Aptitude: Experience in reviewing, understanding and discussing programmatic log and trace results Preferred Qualifications: B2B Technical Support Background: Demonstrated success in a B2B technical support role within a SaaS company. Computer Science Degree: A degree in computer science or related technical field is advantageous. Bid Writing Familiarity: Experience with bid writing and the associated processes. Compensation and Benefits: Competitive Salary: $55,000 - $65,000 depending on specific experience and qualifications relevant to the role. Performance Bonuses: Opportunities for performance-based incentives Stock Options: Meaningful equity in the company. Comprehensive medical/dental/life insurance: Insurance coverage for individuals and families partially paid by the company as well as opportunity to participate in pre-tax health Flexible Spending Account. Retirement Plan: Ability to invest your pre-tax dollars in a 401(k) retirement plan with company matching contributions. Paid Time Off: Unlimited paid time off — we measure performance by outcomes, not hours logged Flexible Work Options: Remote Paid parental leave: 16 weeks for the primary caregiver, 4 weeks for the secondary caregiver (after one year of year of service) Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development. Values in Action: These aren’t just principles we print and forget – they’re how we work, how we treat each other, and how we deliver for our customers. They shape the company we are, and the one we aspire to become. Customers, Always: Everything starts with our customers. We walk in their shoes, speak their language, and build for their delight and success. We win when they win. Make It Happen: We move fast and take ownership. No waiting, no red tape – just action, urgency, and focus on outcomes. We ask for forgiveness, not permission. Learn and Invent: We stay curious. We learn what we can from past masters - and make up the rest. Change is constant, and so is our growth. Act Like Owners: Titles don’t solve problems - people do. We own challenges, break the rules when it’s necessary, and focus on what matters. Turn It Up to 11: There is no “Good enough”. We raise the bar, push boundaries, and keep building. There’s always a next level. Lead With Respect: We listen first, speak honestly, and value every perspective. Integrity, follow-through, and kindness matter. Build Trust Through Transparency: We default to openness. We give feedback, share information, and assume positive intent - no secrets, no silos. Equal Employment Opportunity Statement: AutogenAI is an equal opportunity employer dedicated to fostering a diverse and inclusive workplace. We do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local laws. We encourage applications from individuals of all backgrounds, including those with disabilities and veterans. Our hiring decisions are based on qualifications, merit, and business needs. At AutogenAI we value the unique perspectives each employee brings and strive to provide an equitable environment. If you require reasonable accommodations during the application or interview process, please let us know, and we will gladly assist you.

Manage mid-market and SMB customer portfolios to drive satisfaction, retention, and expansion through onboarding, renewals, and advocacy while collaborating across teams. | 3+ years B2B SaaS Customer Success experience with revenue ownership, strong communication, analytical skills, and a Bachelor’s degree or equivalent experience. | Join AutogenAI – Revolutionizing Proposal Writing with generative AI AutogenAI is a leader in generative AI SaaS, transforming how organizations draft and optimize winning proposals through cutting-edge natural language processing technology. We are one of the fastest-growing AI companies in the world, expanding rapidly to meet the increasing demand for AI-driven solutions across industries. Our innovation stems from a belief that language AI technology will revolutionize business communication over the next decade. We empower our clients to grow faster and more efficiently by delivering AI language engines customized to their needs that save time, improve content quality, and increase win rates in highly competitive markets. AutogenAI is a company where everyone can have a career-defining experience and success is achieved by fostering a culture where innovation and ambition thrive. As we scale, passionate professionals are invited to join our journey of innovation, helping shape the future of AI-powered business solutions. Job Summary: As a Mid-Market Customer Success Manager at AutogenAI, you will be the primary point of contact for our Mid-Market and SMB growth customers ranging from $20K to $100K ARR. This is one of our first Customer Success hires in the region, so an exciting opportunity to shape the customer journey and make a direct impact on our growth. You’ll play a pivotal role in driving customer satisfaction, retention, and expansion, while working cross-functionally with Sales, Professional Services, and Marketing to enhance the customer experience. This role offers the chance to build lasting relationships with key stakeholders, influence product development through customer feedback, and help define how we scale our success function globally. What you'll be responsible for: • Customer Relationship Management: Serve as the main point of contact for your portfolio of SME and Mid-Market customers, building strong relationships with both day-to-day users and executive stakeholders. • Post-Sales Activities: Manage all aspects of the post-sales customer journey - including renewals, up-sells, and expansion opportunities - in close partnership with the Sales team. • Onboarding & Implementation: Collaborate with the Professional Services team to ensure seamless onboarding, training, and ongoing support. • Customer Health Monitoring: Track key health metrics, identify potential risks, and develop proactive strategies to drive retention and success. • Customer Advocacy & Programs: Work with Marketing to spotlight customer success stories through testimonials, case studies, and events. • Product Feedback & Insights: Represent the customer voice to our Product team, sharing insights that influence the roadmap. • Strategic Cadence Meetings: Lead regular check-ins and reviews to align on goals, uncover new opportunities, and ensure customers achieve strong ROI. • Cross-Functional Collaboration: Partner across Sales, Product, and Marketing to elevate the customer experience and drive business outcomes. What You'll Bring to the Team: • Relationship Builder: You excel at developing trust and rapport, making customers feel valued and supported throughout their journey. • Proactive Problem Solver: You anticipate challenges and work proactively to resolve them before they escalate. • Strong Communicator: You’re confident presenting to a range of stakeholders and communicating complex ideas with clarity. • Analytical Thinker: You use data to guide your decisions and surface opportunities for customer growth. • Adaptable & Resilient: You’re comfortable in a high-growth, ever-evolving environment and enjoy solving novel challenges. Requirements: • Experience: 3+ years in a B2B Customer Success role at a SaaS company, with a proven track record of managing multiple accounts. • Revenue Ownership: Demonstrated experience carrying a quota for renewals and/or expansion, including up-sells and cross-sells. • Post-Sales Expertise: Skilled at driving adoption, managing renewals, and expanding customer accounts - ideally with SME and Mid-Market clients. • Technical Skills: Familiarity with SaaS platforms and CRM tools; experience with AI products is a bonus. • Education: Bachelor’s degree in Business, Marketing, or related field (or equivalent work experience). Preferred Qualifications: • Mid-Market Expertise: Experience supporting customers at scale, navigating matrixed or complex client organizations. • AI Domain Knowledge: Exposure to or interest in generative AI, automation, or natural language processing. • Bid & Proposal Sector Exposure: Understanding of the challenges and opportunities in the bid-writing space. Compensation and Benefits: • Competitive Salary: $90,000 - $110,000, depending on specific experience and qualifications relevant to the role. • Performance Bonuses: Quarterly and annual bonus structures based on personal and team targets • Stock Options: Meaningful equity in the company. • Comprehensive medical/dental/life insurance: Insurance coverage for individuals and families partially paid by the company as well as opportunity to participate in pre-tax health Flexible Spending Account. • Retirement Plan: Ability to invest your pre-tax dollars in a 401(k) retirement plan with company matching contributions. • Paid Time Off: Unlimited vacation (Yes, you read right!) • Flexible Work Options: Hybrid, 2 days per week in NYC office • Paid parental leave: 16 weeks if you’ve just given birth, 4 weeks if your partner has just given birth (after one year of year of service) • Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development. Values in Action:These aren’t just principles we print and forget – they’re how we work, how we treat each other, and how we deliver for our customers. They shape the company we are, and the one we aspire to become. • Customers, Always: Everything starts with our customers. We walk in their shoes, speak their language, and build for their delight and success. We win when they win. • Make It Happen: We move fast and take ownership. No waiting, no red tape – just action, urgency, and focus on outcomes. We ask for forgiveness, not permission. • Learn and Invent: We stay curious. We learn what we can from past masters - and make up the rest. Change is constant, and so is our growth. • Act Like Owners: Titles don’t solve problems - people do. We own challenges, break the rules when it’s necessary, and focus on what matters. • Turn It Up to 11: There is no “Good enough”. We raise the bar, push boundaries, and keep building. There’s always a next level. • Lead With Respect: We listen first, speak honestly, and value every perspective. Integrity, follow-through, and kindness matter. • Build Trust Through Transparency: We default to openness. We give feedback, share information, and assume positive intent - no secrets, no silos. AutogenAI is an merit-based equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.