Job Location: Remote
About SafelyYou
SafelyYou is an extremely mission-driven company that raised $60m in 2021 through series A and series B financing and is now rapidly scaling. Our company spun out of the UC Berkeley AI Research Lab and develops artificial intelligence to support care for those with Alzheimer’s disease, dementia, and other cognitive impairments. Alzheimer’s disease is the single most expensive disease in the US, costing an estimated $600b per year in direct and indirect costs. It affects 1 in 3 people over 85 and 1 in 9 people over 65. Our first product is focused on reducing the frequency and impact of falls, the leading cause of hospitalization for those living with dementia. We have peer-reviewed results showing up to 80% fewer falls with an average of 40% fewer falls and 80% fewer ER visits from falls. We’ve raised capital from top VC firms, including Founders Fund, Eclipse, Foundation Capital, and Data Collective, and the largest providers in the space are actively using, expanding, and evangelizing the service. We have also been awarded grants from the National Institutes of Health and the National Science Foundation, given the national importance of the issue – as the population continues to age, the global costs of Alzheimer’s and dementia are expected to double over the next 10 years. With fewer and fewer young people available to provide the care needed, we must find a way for technology to bridge the gap.
Your Role at SafelyYou
We are seeking an energetic, passionate and execution-focused Technical & Network Support Engineer who is committed to learning Safely You’s solutions while being responsible for day-to-day service delivery and the execution of changes and improvements. You will handle operational issues, improvement opportunities, and develop creative and innovative solutions where appropriate.
The Technical & Network Support Engineer is the intersection between IT technical professional and product support. This role is critical to both proactively and reactively drive the service level commitments of the SafelyYou Service. This requires a foundational understanding of networking (routers, VLAN, IP addresses) and ability to communicate with non-technical customers. The candidate is expected to be independent, self-motivated, proactive and results-oriented. You will gain first hand experience in how these projects positively impact the care of people living with Alzheimer’s and Dementia. You will work closely with the Engineering and Artificial Intelligence team who rely on the highest quality implementation. Join us in making a positive impact to people living with Alzheimer’s and Dementia!
- Leverage product expertise and technical skills to investigate, triage, and resolve issues
- Be the Safely You evangelist and manage day-to-day customer service interactions
- Partner with Customer Success & Engineering to improve product quality and resources
- Develop and update SOPs, flowcharts, and documents to streamline operations processes
- Project manage initiatives in creating the best product support experience
- Support computer vision camera adjustments to improve Safely You Artificial Intelligence
- Maintain and update customer records to have accurate view of data
- Analyze data and create insightful dashboards to drive efficient decision making
- Support as a technical trainer on usage of Safely You tools as needed
- Automate routine internal processes to make team more efficient
The Ideal Candidate
Located in the EST zone
- 2+ years related customer support, product support, or equivalent in a SaaS company, preferably in a startup environment.
- Proficient knowledge working with configuring routers, VLANs, NAT/PAT, Ansible, Linx, SSH, etc.
- Associate’s degree preferred or equivalent combination of education and experience
- Experience with support delivery tools (Jira, Zendesk, etc.)
- Ability to understand and escalate issues efficiently and appropriately
- Strong escalation management experience with multiple stakeholders, including customers and internal teams.
Why Join Us? You Can Make a Difference!
SafelyYou offers a competitive compensation package, including but not limited to:
- A mission-driven company culture
- Fully remote
- Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, and Vision
- 401k Program
- Monthly Education, Well-being & WFH stipends
- Company Laptop
- Unlimited PTO
- Growth Potential
- Company Retreats
- Medical & Family/Parental Leave
At SafelyYou, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, competitive, and resilient company. We are committed to creating a diverse and inclusive workforce that celebrates diversity. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.
We value all the perspectives our team members bring to the table, and that is why we don’t look for culture fit, but culture add. We want to hear from YOU! We encourage you to apply even if you do not fit 100% of the technical requirements.
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