Customer Support Specialist

Ability to read and interpret logs. Proficiency in monitoring, logging, and alerting tools (e.g., Grafana, Kibana). Advanced experience with Unix-like operating systems. Proficient use of Git and GitHub. Solid understanding of REST APIs. Experience administering helpdesk platforms (e.g., Jira Helpdesk). Ability to automate routine tasks. Enthusiasm for AI technologies. Experience with Python or another programming language. Ability to write and run complex SQL queries. Excellent spoken and written English (C1 level).

Serve as the single point of truth for all customer support activities. Develop deep, hands-on knowledge of the product. Ensure implementation of SLAs. Independently handle Tier 1 Support. Collaborate with Engineering on Tier 2 and Tier 3 support. Work with the Product team on Tier 4 support, handling feature requests. Report missing product features. Join customer meetings when needed. Become a key contributor to product documentation.