Nightfall AI

Benefits:

• Competitive pay, equity, and 401k plan

• Regular, thoughtful compensation reviews

• Support for professional development

• Remote first culture

• Flexible time off

Experience Requirements:

• 8+ years of experience in customer-facing communications, customer support/service or contact center management, with 4+ years of experience directly leading a customer support, service or care team

Other Requirements:

• Forward thinking mindset; experience in leveraging new technology to augment live customer support

• You take initiatives and are capable of learning new technologies / systems / features with little guidance

• History of using data to drive improvements in customer experience, product quality or operational efficiency

• Ability to be in office 2+ days/week

• Ability to work US east coast business hours

Responsibilities:

• Resolve inbound issues via call, chat, email, etc. through either immediate resolution based on the SOPs you’ve developed or through ticket issuance and follow-up with cross-functional teams

• Hire, train and lead a customer support team responsible for ensuring an excellent experience for our customers

• Establish and report on SLAs for customer responsiveness and time to resolution

• Collaborate with our Customer Success, Product Management and Operations teams to set requirements for the software tools, systems and integrations needed for effective and connected Customer Support workflows

• Collect and leverage data to drive continuous improvement internally within Customer Support, as well cross-functionally with Engineering, Product, etc.

Benefits:

• Competitive pay, equity, and 401k plan

• Regular, thoughtful compensation reviews

• Support for professional development

• Remote first culture

• Flexible time off

Experience Requirements:

• Minimum 5+ years of related work experience

Other Requirements:

• Expertise in one of the following: Objective-C, Swift on MacOS or C/C++ on Windows

• Demonstrable expertise in developing agents on one of MacOS or Windows

• Readiness to learn other systems languages (e.g. Rust, Go, Python)

• Experience with kernel-level debugging processes and tools

• Ability to use reverse engineering techniques and debugging of kernel space code

• Ability to decompose complex business problems and own them end to end across teams

Responsibilities:

• Designing and developing data exfiltration prevention apps, drivers, system extensions and services on MacOS or Windows

• Maintaining and evolving mission-critical agents on endpoints

• Own complex features from design to delivery and troubleshoot issues from customers

• Designing and building secure software with cross-platform deliverables (Windows, MacOS)

• Writing and maintaining documentation about internal and public services

Benefits:

• Competitive pay, equity, and 401k plan

• Regular, thoughtful compensation reviews

• Support for professional development

• Remote first culture

• Flexible time off

Experience Requirements:

• Minimum 5+ years of related work experience

Other Requirements:

• Expertise in one of the following: Objective-C, Swift on MacOS or C/C++ on Windows

• Demonstrable expertise in developing agents on one of MacOS or Windows

• Readiness to learn other systems languages (e.g. Rust, Go, Python)

• Experience with kernel-level debugging processes and tools

• Ability to use reverse engineering techniques and debugging of kernel space code

• Ability to decompose complex business problems and own them end to end across teams

Responsibilities:

• Designing and developing data exfiltration prevention apps, drivers, system extensions and services on MacOS or Windows

• Maintaining and evolving mission-critical agents on endpoints

• Own complex features from design to delivery and troubleshoot issues from customers

• Designing and building secure software with cross-platform deliverables (Windows, MacOS)

• Writing and maintaining documentation about internal and public services