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HyperScience // AI-based enterprise solns for automating work
Engineering, Full Time    London, England    Posted: Thursday, August 19, 2021
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Company Description
Hyperscience modernizes mission-critical processes & operations for the world's largest organizations & government agencies. Since 2014, Hyperscience's automation technology has helped data-centric companies parse through vast amounts of unstructured inputs & raw information to get to swifter & smarter business outcomes. Through the Hyperscience Platform, enterprises are empowered to transform their operations, & drive operational efficiency as well as human productivity by fully unlocking the power of their data.

Ranked on the Fastest-Growing Company List, Hyperscience has raised $190M from investors including Tiger Global, BOND, Bessemer Venture Partners, Stripes, & FirstMark. The company has consistently been recognized as one of the best places to work with a collaborative & innovative culture & best-in-class benefits.

The company has a global footprint with offices in New York City, Sofia, Bulgaria, Toronto, Canada, & London, UK.

Job Description
The Technical Support Engineering team at Hyperscience provides Level 1 support to customers through various channels during Hyperscience implementation & post-launch periods. Team members are responsible for resolving trouble tickets, responding to inquiries, & escalating reliability & performance issues to maximize customer satisfaction & utilization of the Hyperscience platform.

As Technical Support Manager, you & your team will work with Site Reliability Engineering, Application/ML Engineering, DevOps/CloudOps, & other teams across the organization to ensure all customer SLAs are met. You will help develop & improve standard operating procedures, performance metrics, & feedback mechanisms to enable the Technical Support team to continue to scale. You will be expected to operate as both a player & a coach, performing support tasks & establishing yourself as a Hyperscience Platform expert while mentoring & growing a team of Technical Support Engineers around you.

As Technical Support Manager, your objective is to create a true Center of Excellence for our customers & be a role model for your team & other support professionals across the organization. 
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