Customer Support Engineer

About Kaedim:
Kaedim is an AI startup building Machine Learning algorithms that turn images into digital 3D models, aiming to streamline 3D content creation for artists. We are a diverse, growing team (~10) backed by a16z, working with top game developers and partners like Voodoo, Upland, and Azra Games. Our pipeline offers a 10x speed up for game-ready assets. Our culture values being hardworking, relentless, and driving change. We offer accelerated growth, equity, industry exposure, and perks like office snacks and weekly boba runs. US & UK Sponsorship is available.

About the Role:
As a Customer Support Engineer, you will be a crucial link between Kaedim and its users (primarily 3D artists and game developers). You'll help customers successfully use our platform, troubleshoot issues, gather feedback, and ensure they have a positive experience with our 2D-to-3D generation pipeline.

Responsibilities:
Provide timely and effective technical support to customers via various channels (email, chat, potentially calls).
Troubleshoot issues related to the web app, API, and generated 3D models.
Escalate complex technical problems to the engineering or art teams.
Develop and maintain support documentation, FAQs, and knowledge base articles.
Gather customer feedback and communicate insights to the Product and Engineering teams.
Assist customers with onboarding and understanding best practices for using Kaedim.
Potentially contribute to testing new features from a user perspective.

Technical Skills:
Strong problem-solving and troubleshooting abilities.
Excellent communication and interpersonal skills, both written and verbal.
Familiarity with web applications and basic technical concepts.
Experience in a customer support or technical support role, preferably in a SaaS or tech environment.
Experience with 3D software, game engines, or working with artists is a significant plus.
Basic understanding of the technologies used (React, NodeJS, AWS) can be helpful for troubleshooting.

Ideal Candidate:
Empathetic and patient, with a genuine desire to help customers succeed.
Highly organized and able to manage multiple support inquiries simultaneously.
Proactive in identifying customer needs and potential issues.
Enjoys working in a fast-paced startup environment and adapting to change.
Hardworking, relentless, and committed to providing excellent support.
Interest in AI, 3D modeling, or the gaming industry.