Technical Customer Success Specialist

Technical Customer Success Specialist

Ambient.ai is a unified, AI-powered physical security platform that helps enterprise organizations reduce risk, improve security operation efficiency, and gain critical insights. Seven of the top 10 U.S. technology companies and multiple Fortune 500 organizations across various industries leverage Ambient.ai to unify their security infrastructure and significantly enhance their security posture.

The Ambient.ai platform applies AI and computer vision intelligence to existing sensor and camera infrastructure to monitor and detect threats continuously in real-time. Ambient.ai does this while simultaneously decreasing false alarms by over 95%, allowing security teams to focus on legitimate threats. With Ambient.ai, companies can do more with less and prevent security incidents before they happen.

We were founded in 2017 by Shikhar Shrestha and Vikesh Khanna, experts in artificial intelligence from Stanford University who previously built iconic products at Apple, Google, Microsoft, and Dropbox. We are a Series-B company backed by Andreessen Horowitz (a16z), Allegion Ventures, SV Angel, Y Combinator, and investment angels like Jyoti Bansal, Mark Leslie, and Elad Gil.

Named on the YC Top Companies List 2021, 2022, 2023, and the Forbes Cloud 100 Rising Stars 2020, we are turning the impossible into the inevitable. We always seek passionate people who enjoy solving the most challenging problems with cutting-edge AI/ML.

Positive Overview

Ambient.ai is looking for a Technical Customer Success Specialist based in our Bangalore, India office. Reporting to the Senior Director of Solution Architecture, you will focus on providing technical support, troubleshooting, and implementation assistance for our AI-powered physical security solutions. While not responsible for primary account management, you will work closely with our US-based teams and international customers to ensure our technology is properly deployed and functioning optimally.

Our Customer Success team ensures smooth technical operations across our customer deployments. In this specialist role, you will develop a deep technical understanding of our platform and customer environments to resolve issues efficiently and support successful implementations. You will help maintain our infrastructure, update technologies, and provide hands-on technical assistance throughout the customer lifecycle. Your technical aptitude, problem-solving skills, and ability to communicate effectively across global teams will be essential in our fast-paced, high-growth environment.

The Impact You'll Make

• Provide technical support and troubleshooting for customer issues, serving as a key technical resource for our global customer base
• Support implementation projects by configuring systems, assisting with integrations, and ensuring proper technology deployment
• Monitor and maintain infrastructure components, performing updates and optimizations to ensure peak system performance
• Collaborate with US-based teams to address technical challenges for international installations
• Document technical configurations, troubleshooting processes, and solution implementations
• Develop strong working relationships with technical counterparts at customer organizations
• Identify recurring technical issues and work with product and engineering teams on sustainable solutions
• Create and maintain technical documentation and knowledge base articles
• Provide technical training and guidance to customers on system functionality and best practices
• Stay current on our product updates and technology roadmap to effectively support the latest features

The Amazing Skills You'll Bring To Ambient.ai

• 2-3+ years of professional experience in technical support, IT operations, or related technical roles
• Bachelor's degree in Computer Science, Computer Engineering, Management Information Systems, or equivalent practical experience
• Strong understanding of computer networks, routing, and IT infrastructure
• Experience with cloud technologies and SaaS platforms
• Excellent troubleshooting and problem-solving abilities
• Ability to work effectively across time zones with global teams
• Knowledge of physical security systems (access control, video surveillance, etc.)
• Experience with enterprise SaaS implementations
• Familiarity with AI technologies or computer vision
• Previous experience in a customer-facing technical role
• Detail-oriented with strong organizational skills
• Self-motivated and proactive in addressing technical challenges
• Adaptable to changing priorities in a high-growth environment
• Team player comfortable working across functional boundaries

Technical Proficiency

• Proficiency in network diagnostics and troubleshooting
• Understanding of basic system administration concepts
• Familiarity with cloud infrastructure (AWS, Azure, or GCP)
• Basic knowledge of databases and API integrations
• Experience with ticketing systems and technical documentation

Communication & Collaboration

• Strong written and verbal communication skills in English
• Ability to explain technical concepts clearly to non-technical stakeholders
• Experience working in global teams across multiple time zones
• Strong customer service orientation with emphasis on technical problem resolution

Ambient.ai is proud to be an Equal Opportunity Employer. Ambient does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. Ambient is an E-Verify participant.