What you will do:
- Deliver outstanding technical support via chats and emails;
- Manage customer support tickets and maintain a 24-hour response SLA;
- Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes;
- Prepare and lead recurring support retrospectives, identifying customer trends and helping Engineering prioritize improvements;
- Review AI chatbot conversations and optimize Inkeep rules, workflows and responses to improve support quality;
- Maintain and improve customer-facing documentation and self-service resources in GitBook;
- Improve support systems and processes, including Zendesk workflows, automations and Linear ticket management;
- Keep up with evolving tools and technology;
- Handle sensitive customer data with care and security;
- Apply the latest and greatest customer happiness practices;
- Maintain deep understanding of client solutions and meet KPI.
What you need to succeed in this role:
- Excellent English communication skills (at least C1 for both spoken and written);
- Experience with Zendesk, including workflow optimization, automations and support operations;
- Troubleshooting skills, including the ability to distinguish between product bugs, user environment issues and third-party platform limitations;
- Experience with Linear or similar modern ticketing and prioritization platforms;
- Ability to translate technical concepts into clear, user-friendly language and communicate with both engineers and non-technical users;
- Understanding of software releases, migrations and their potential impact on customers and product performance;
- An AI-first approach, using AI tools to reduce repetitive work and improve chatbot/FAQ automation;
- Ability to read and interpret logs (JSON) and troubleshoot issues using tools such as Grafana, browser developer tools and changelogs;
- Understanding of cross-platform web applications, native applications and common data migration risks such as data loss, malformed records and parsing errors;
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).