Software Engineer - Applied AI Support

DevRev

DevRev’s AgentOS, purpose-built for SaaS companies, comprises three modern CRM apps for support, product, and growth teams. It connects end users, sellers, support, product people, and developers, reducing 9 business apps and converging 6 teams onto a common platform.

Unlike horizontal CRMs, DevRev takes a blank canvas approach to collaboration, AI, and analytics, enabling SaaS companies to increase product velocity and reduce customer churn. DevRev is used by thousands of companies in search of low latency analytics and customizable LLMs to thrive in this era of GenAI.

Headquartered in Palo Alto, California, DevRev has offices in seven global locations. We have raised $100 million in funding from investors like Khosla Ventures and Mayfield at a $1.1 billion valuation. We are also honored to be named on the Forbes 2024 list of America’s Best Startup Employers. Founded in October 2020 by Dheeraj Pandey, former co-founder and CEO of Nutanix, and Manoj Agarwal, former SVP of Engineering at Nutanix, DevRev continues to push the boundaries of innovation, helping thousands of companies thrive in the rapidly evolving landscape of AI-driven SaaS.

Job Description

We are an untraditional revenue organization, built to support a rapidly scaling technology start-up driven by product-led-growth (PLG). The pace will be fast, and the impact will be eminently tangible.

Members of the Customer Success team ensure our customers are delighted as they discover, integrate with, and use the DevRev platform. Our team's mission is to lead the 360 degree investigation of our users so we can seamlessly usher them through the use of the DevRev platform and proactively meet their needs. We seek to deliver an unparalleled experience both within and outside the platform.

Your mission is to systematically help customers find value with DevRev, own the coordination between multiple stakeholders and/or engineer the solution to get the job done.  Our team is charged with building our own system to provide outstanding customer experience, as well as enabling customers. You will develop a profound understanding of Product-Led Growth (PLG) & Sales-Led Growth (SLG) methodologies, customer journeys, global communication and business analytics.

Core Responsibilities:

• Responsible for triaging bugs and feature requests with the respective team, maintaining constant communication with the customers.
• Flexibility to work in morning and afternoon shifts
• Need to analyze trends, test and train the DevRev bot regularly
• Educate and Empower DevRev users
• Be the technical expert and answer product questions to take full advantage of the product
• Build and maintain relationships with the customers
• Be the customer champion and collaborate with product & engineering team on customer requirements
• Should be comfortable in writing customizations using the below mentioned languages
• Ability to think outside the box and build quicker solutions
• Support DevRev users round the clock on different levels of queries
• Build Q&A pairs for the bot and think innovatively to empower the bot
• Understand customer signals, collaborate with customer success teams to avoid churn
• Ability to converse profoundly and suggest value add features to help customers enhance their business goals.
• Collaborate with cross functional teams like Sales, customer success, product, engineering and bots engineering.
• Responsible for triaging bugs and feature requests with the respective team, maintaining constant communication with the customers.

Qualifications:

• BE/ B Tech, or equivalent educational or professional experience.
• 3-5 years Support Experience.
• Knowledge on the following programming languages:
  ReactJS (MERN)
  HTML / CSS
  JavaScript / TypeScript
  Python
  SQL
  Golang

• Comfortable having technical conversations with technical and non-technical people.
• Problem solving around technical, product, and business questions.
• Excellent English communication skills - both verbal and written.
• Collaborative and team oriented.

Culture

The foundation of DevRev is its culture -- our commitment to those who are hungry, humble, honest, and who act with heart. Our vision is to help build the earth’s most customer-centric companies. Our mission is to leverage design, data engineering, and machine intelligence to empower engineers to embrace their customers. 

That is DevRev!