At **Tinet** we are looking for a **Product Customer Support** who can combine technical expertise with a mindset of continuous improvement. Your mission will be to ensure that every user of our **AI product** has a seamless experience by resolving incidents and optimizing support through automation, documentation, and efficiency. **Main responsibilities:** * Manage direct communication with customers regarding incidents or relevant requests, ensuring clarity, follow-up, and satisfaction. * Manage tickets in Jira: resolve frequently asked questions, configurations, incidents, technical issues, among others. * Coordinate operational support management, ensuring efficient assignment and prioritization of critical incidents. * Escalate to Level 3 when deep or design-related failures occur. * Create and maintain knowledge bases: tutorials, FAQs, videos, and practical guides based on the most common issues. * Lead the design and implementation of the Support Chatbot, defining its structure, flows, and technical scope. **What we are looking for in you:** * Experience with Jira * General knowledge of SaaS products and API integrations or web systems. * Basic understanding of data structures, logs, or simple queries (SQL, Postman, JSON, etc.). * Knowledge of cloud environments (services, components, databases). * Understanding of navigation, authentication, permissions, and user flows. * Desirable: experience in functional testing or manual QA. * Desirable: knowledge in designing conversational flows or implementing chatbots. * **What do we offer you as part of TINET?** * Indefinite contract * Work mode: Hybrid * Working hours: Monday to Friday, 9:00 to 18:30 (occasional availability outside working hours) * Free days at your convenience * Bonuses during national holidays and Christmas * English classes And many more benefits What are you waiting for to become part of TINET's culture?