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.