Technical Support Specialist (AI First)

Join DataSnipper as a Technical Support Specialist, where you'll be a key player in our AI-first support team. This role involves resolving complex technical issues, improving our AI infrastructure, and contributing to the development of our support systems. You'll work closely with our global team and have the opportunity to make a significant impact on our customer support experience.

• Collaborer avec l'infrastructure d'IA pour améliorer le taux de résolution et la qualité des réponses.
• Résoudre de manière indépendante les tickets de support technique escaladés, en diagnostiquant les causes profondes.
• Maintenir et améliorer la base de connaissances techniques, en créant des guides de dépannage.
• Open-minded and adaptive to changing conditions, always looking for opportunities to scale our systems rather than just working through the queue
• AI tool fluency, able to use AI to increase productivity, analyze data, and actively contribute to support AI agent improvement loops
• Solid understanding of SaaS product architecture concepts (APIs, integrations, data flows)
• Clear and professional communication skills, both written and verbal, for customer-facing interactions
• 2–4 years of experience in a technical support or application support role in a B2B SaaS environment
• Committed, self-driven attitude with strong ownership, urgency, and follow-through, able to work independently, manage multiple open tickets, and prioritize effectively
• Adaptability to flex across priorities as needed, from strategy and AI improvement work to hands-on ticket crunching during peak-volume periods
• Proficient in English, both spoken and written
• Experience with Excel, audit tools, or financial software is a strong plus
• Strong all-round technical aptitude across computers, software, and AI, able to navigate systems such as Windows and Azure, run basic networking checks, inspect the registry, and quickly pick up new software and technical concepts to get things done in unfamiliar environments
• Experience with CRM and ticketing systems such as Intercom, Zendesk, Jira, or similar
• Strong diagnostic and troubleshooting skills, comfortable working with logs, APIs, and browser developer tools