Technical Support Agent
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Job Description
Technical Support Agent providing technical assistance and troubleshooting for a fast-growing AI-driven SaaS company. Collaborating with customers and engineering teams to enhance user experience and workflows.
Responsibilities:
- Provide first-line technical support via chat, ticketing systems, calls, and screen sharing
- Troubleshoot, diagnose, and resolve technical issues in a timely manner
- Manage a high volume of support tickets, ensuring SLA compliance
- Reproduce and analyze issues reported by customers
- Escalate complex issues to engineering teams with clear documentation
- Guide customers through product features and troubleshooting steps
- Maintain accurate documentation of support interactions and resolutions
- Continuously learn and stay updated on product features and technical updates
Requirements:
- 3–4 years of experience in Technical Support or IT Support roles
- Strong experience supporting SaaS or cloud-based platforms (AWS, GCP, or similar)
- Hands-on experience with ticketing tools such as Zendesk, Jira, or similar
- Experience working with third-party integrations (CRMs, external systems, APIs)
- Excellent written and spoken English (C1 level required)
- Strong problem-solving and troubleshooting skills
- Ability to manage multiple tasks in a fast-paced environment
- Experience working in distributed or remote teams
- Nice to Have:
- Experience supporting AI, NLP, or Machine Learning-based platforms
- Previous experience working with US-based companies
- Familiarity with customer support best practices and SLAs
- Experience in startup environments
Benefits:
- Opportunity to work with cutting-edge AI technology
- Exposure to a fast-growing startup environment
- Career growth and learning opportunities in tech support and SaaS
- Collaborative and international team
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