AI Product Support (F/M/*)
Core
First point of contact for customers regarding the innovative AI product, ensuring fast, competent, and understandable answers while helping users maximize the product.
Role type
2nd Level Support Engineer (AI/SaaS)
Builds
AI product features and intelligent agents for SMBs
Domain
AI / SaaS / Business Intelligence
Deliverable
client delivery
Required skills
technical support experience, 2nd level support experience, strong technical understanding, written communication in German and English, structured problem-solving, ability to explain complex concepts
Preferred skills
experience with ticket systems (HubSpot, Zendesk), experience with knowledge bases, interest in AI and modern technologies
Responsibilities
Answer written customer inquiries via ticket system, email, and chat; analyze complex technical requests and provide solutions; document inquiries and recurring topics to build the knowledge base; reproduce technical issues and escalate to engineering; guide customers in using the AI product; share insights from support daily life with Product and Engineering teams