About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.
It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.
What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.
Summary:
Highly motivated and technically proficient Tier 1 Technical Support Specialist. Role is ideal for a candidate with at least 1-2 years of technical support or engineering-adjacent experience who can handle complex, technical inquiries related to our cutting-edge AI product suite.
Key Responsibilities:
● Advanced Incident Resolution: Independently analyze, categorize, and provide L1
technical resolution for complex support tickets, requiring deep technical investigation
(including API-related issues, integration failures, and performance bottlenecks).
● Root Cause Analysis: Prioritize and escalate critical and frequently arising issues that
lack existing technical documentation or require a product fix, documenting the
reproducible steps and impact analysis.
● Expert Support: Respond to complex technical and advanced tech-enablement tickets
(e.g., advanced prompt engineering, SDK integration queries, and payload debugging)
● Mentorship & Training: Train and mentor junior T1/T2 teammates on advanced product
features, troubleshooting methodologies, and new ticket types resulting from product
updates.
● Product Mastery: Continuously demonstrate technical mastery of Proxima’s rapidly
evolving AI product offerings, including underlying models, APIs, and common
integration patterns.
Qualifications
● Experience: Minimum of 1-2 years of hands-on experience in a highly technical support,
DevOps, L2/L3 support preferably within a SaaS or digital product environment.
● Technical Aptitude: Proven ability to rapidly acquire, troubleshoot, and document
complex technical information, especially related to new technologies (e.g., AI/ML
concepts).
● Communication: Exceptional written and verbal communication skills with the ability to
explain complex technical concepts clearly to both technical and non-technical
audiences.
● Analytical Skills: Demonstrated ability to work independently on complex, ambiguous
projects requiring strong analytical skills and critical thinking for technical root cause
identification.
● Domain Interest: Strong, demonstrable interest in Artificial Intelligence (AI) products and
the adjacent technological ecosystem.
Preferred Technical Qualifications (Good to have)
● API/Integration Proficiency: Hands-on experience debugging RESTful API contacts
using tools like Postman, curl, or equivalent, and a…