Technical Support Agent position — see original posting for full details.
About the role
Position: Technical Support Agent
Company: Fast-growing AI-driven SaaS company
Role Summary: You will be the first point of contact for customers, providing technical assistance, troubleshooting issues, and ensuring a seamless user experience. You will work closely with customers, product, and engineering teams to resolve issues, improve workflows, and contribute to the overall success of the platform. This is an excellent opportunity for someone who enjoys problem-solving, customer interaction, and working in a fast-paced tech environment.
Key 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
What We’re Looking For:
Strong communication skills with the ability to explain technical concepts to non-technical users
Customer-centric mindset and proactive approach
Fast learner with adaptability in evolving environments
Team player with strong attention to detail
What You’ll Get:
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