At **Tinet**, we are looking for a **Product Customer Support** professional who combines technical expertise with a mindset of continuous improvement. Your mission will be to ensure that every user of our **AI product** enjoys a seamless experience by resolving incidents and optimizing support through automation, documentation, and efficiency. **Key Responsibilities:** * Manage direct communication with customers regarding incidents or relevant requests, ensuring clarity, follow-up, and satisfaction. * Manage Jira tickets: Resolve frequently asked questions, configuration issues, incidents, technical problems, and more. * Coordinate operational support management, ensuring efficient assignment and prioritization of critical incidents. * Escalate to Level 3 when deep-rooted or design-related failures occur. * Create and maintain knowledge bases: tutorials, FAQs, videos, and practical guides based on the most recurrent issues. * Lead the design and implementation of the Support Chatbot, defining its structure, conversation flows, and technical scope. **What we’re looking for in you:** * Degree in progress or completed in a Technology-related field. * General understanding 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). * Familiarity with navigation, authentication, permissions, and user workflows. * Preferred: experience in functional testing or manual QA. * Preferred: knowledge of conversational flow design or chatbot implementation. **What we offer you as part of TINET:** * Permanent employment contract * Work mode: Hybrid * Working hours: Monday to Friday, 9:00 AM to 6:30 PM (occasional availability outside these hours) * Flexible personal days off * Year-end and Christmas bonuses * English classes And many more benefits What are you waiting for to join TINET’s culture?