Technical Support Advisor

Role overview Join the technical support organisation behind an AI-powered customer service platform that resolves the majority of customer interactions through automation. The role focuses on proactively triaging, diagnosing, and resolving complex technical issues for enterprise clients while upholding service-level commitments and contributing to product knowledge.

Responsibilities - Triage, troubleshoot, localise, and escalate complex client support issues to technical support engineering within agreed SLAs - Deliver high-quality technical support and partner with non-engineering teams to help them use and debug the platform - Maintain and improve internal product documentation for the client support team - Become a product expert and translate customer inputs into structured feature requests and bug reports - Keep service requests accurate and current, ensuring nothing slips through backlog management - Communicate complex technical concepts clearly to varied audiences and adjust style as needed

Requirements - Proven track record of resolving issues that are hard to replicate and may span products or infrastructure beyond the core platform - Hands-on experience using Postman or cURL for API debugging - Familiarity with web application tooling such as Jira, Zendesk, and Salesforce - Working knowledge of REST APIs and how clients integrate with them - Analytical, methodical approach to troubleshooting with strong written and verbal communication - Ability to manage competing priorities transparently in a fast-paced support environment

Nice to have - Experience supporting SaaS or AI-driven products at scale - Comfort scripting or writing lightweight automation to speed up investigations

Benefits and work setup - Unlimited vacation policy for full-time permanent employees - Extended health, dental, vision, travel, and life insurance coverage - Wellness spending account and an employee and family assistance plan - Remote-first culture with access to local hubs and flexible scheduling - Annual learning and development budget and a home-office setup allowance - Hands-on exposure to large language models and AI tooling in daily work