Technical Support Engineer

About Factors.ai

Factors.ai is a leading AI-powered marketing analytics and demand generation platform designed for B2B teams. The platform leverages artificial intelligence to help businesses identify high-intent accounts, automate account-based marketing (ABM) campaigns, and measure the impact of their marketing efforts with sophisticated omnichannel attribution technology. Factors.ai brings together data from diverse sourcesincluding websites, CRMs, ad platforms, and moreenabling organizations to predictably grow their sales pipeline with actionable insights and deep analytics. The company empowers marketers and sales teams to capture intent, run targeted campaigns, and attribute revenue to the activities that truly move the needleall using a modern, agentic approach to demand generation.

Responsibilities

• Respond promptly to customer support tickets and queries, ensuring a smooth, positive experience for all users of Factors.ai.
• Troubleshoot platform and integration issues via chat, email, and screen-sharing, using tools like log analysis and technical diagnostics.
• Collaborate with QA and engineering teams to investigate bugs, identify root causes, and provide effective resolutions.
• Assist in documenting solutions, updating FAQs, and improving troubleshooting guides to create a scalable support knowledge base.
• Participate in QA testing, regression cycles, and provide feedback for product enhancements and bug fixes.
• Maintain organized records of reported issues, resolutions, and customer communication for visibility and follow-up.

Qualifications

• 02 years of experience in technical support, QA, customer engineering, or a similar role; internships and projects count.
• Computer Science recent graduates are welcome; internships, coursework, or hands-on projects will be considered as relevant experience
• Must know basic HTML, and Javascript.
• Strong analytical/problem-solving skills; familiarity with ticketing systems, help desks, or CRM tools is a plus.
• Basic understanding of web technologies (APIs, integrations, browser tools)
• Good communication skills and customer-centric mindset; ability to explain technical issues clearly, both verbally and in writing.
• Team player who enjoys learning from others and contributing to a fast-paced, collaborative startup culture.
• Willingness to work flexible hours to support a global customer base.
  

Why Factors.ai

• Work alongside a small, agile, and innovative team that partners closely with customers to deliver results.
• Develop technical and customer service skills while gaining exposure to AI, SaaS, demand generation, and analytics platforms.
• Competitive compensation and benefits, with opportunities for learning, career growth, and skill development.
• Be part of a workspace that values diversity, continuous learning, and mutual respect.

This is the perfect launchpad for someone eager to grow with a dynamic B2B SaaS startup and help leading brands succeed through analytics and automation. Factors.ai is an equal opportunity employer and encourages applicants of all backgrounds to apply.