Product Support Specialist
Azai Tech is an innovative technology company developing advanced AI-powered solutions across multiple industries, serving both B2B and B2C customers. As our user base continues to grow, we are looking for a technically minded and product-oriented Product Support Specialist to join our team.
Role Overview
This is not a traditional customer support role.
We are looking for someone who can:
Analze incoming requests from B2G, B2B and B2C customers
Perform first-level technical troubleshooting
Identify recurring issues and patterns
Collaborate effectively with Software and AI Engineering teams
Act as a bridge between customers and technical teams
Key Responsibilities
Deliver fast and professional support to customers
Communicate clearly and simply with B2C users, and in a structured, technical manner with B2B and B2G clients
Maintain a high level of customer satisfaction
Analyze system behavior and reported issues
Perform initial checks on API errors and integration-related problems
Review logs and identify potential root causes
Differentiate configuration/user errors from system issues
Structure and escalate complex problems appropriately
Document issues clearly for developers
Create well-structured tickets in Jira
Identify recurring problems and trends
Conduct root cause analysis
Provide structured feedback to the Product team
Update FAQs and knowledge base documentation
Monitor user feedback after new releases
Identify potential risks at early stages
Requirements
Bachelor's degree in a related field or equivalent work experience.
1-2+ years of experience in software support or a similar role
Technical understanding of APIs, backend logic, and error handling
Strong analytical thinking skills
Structured written communication ability
Professional and empathetic customer communication
Ability to collaborate closely with developers
English proficiency (technical level)
Experience with Jira or similar ticketing systems
Basic SQL knowledge
Experience using Postman for API testing
Log analysis experience
Background working with AI or SaaS products is a plus.
What We Offer
Opportunity to work on real AI-powered products
Technical and product-focused growth
Close collaboration with Software and AI teams
Dynamic and innovative work environment
Career development opportunities
Interested candidates can send their CV to the e-mail address in the Apply for job button.
