Technology · Santiago de Chile · Hybrid At **Tinet**, we are looking for a **Product Customer Support** professional who combines technical expertise with a continuous improvement mindset. 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. **Key Responsibilities:** * Manage direct communication with customers regarding incidents or relevant requests, ensuring clarity, tracking, and satisfaction. * Manage tickets in Jira: address 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-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, workflows, and technical scope. **What We’re Looking For:** * Degree in progress or completed in Technology-related fields. * General understanding of SaaS products and API integrations or web systems. * Basic comprehension 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 at TINET:** * Indefinite-term contract * Work mode: Hybrid * Working hours: Monday to Friday, 9:00 AM – 6:30 PM (occasional availability outside these hours) * Flexible personal days * Year-end and Independence Day bonuses * English classes And many more benefits What are you waiting for to join TINET’s culture? Department Technology Locations Santiago de Chile Remote Status Hybrid Job Type Full-time Contact Yasna Hernández IT Recruiter – People and Talent Management