Job description:

Haut.AI, a fast-growing AI Software Company known for its SaaS-based Skincare Personalization platforms, is seeking a highly motivated and solution-oriented Technical Support Specialist to join our team.

Responsibilities:

• Respond promptly to technical support tickets, providing clear and accurate solutions to client inquiries, using public and internal knowledge bases, and performing a necessary analysis of clients' actions and account settings.
• Correctly identify the urgency and emergency of reported issues and timely escalate complex issues to the Development Team by providing detailed context from clients and reporting incidents in JIRA.
• Collaborate closely with Customer Success and Sales teams, ensuring knowledge sharing about clients' inquiries and sentiments and handing off business-related requests to colleagues.
• Contribute regularly to updating and expanding the internal knowledge base and public client documentation based on newly resolved cases and new learnings.
• Prioritize customer-first approach and SLA, available to address urgent issues, as clients are located worldwide, requiring occasional flexibility for time-sensitive tasks.

Qualifications:

• 3+ years of experience in technical support for SaaS or software products.
• Experience with browser DevTools: you can use browser developer tools to diagnose and solve client problems.
• Basic knowledge of REST API: you understand the basics of REST API and the HTTP protocol, you can send API requests for replicating client issues.
• Basic SQL skills: you can perform SQL database queries to analyze and troubleshoot problems.
• Exceptional written English, focusing on clear, customer-oriented, and concise communication.
• Proficiency with JIRA for bug reporting and Hubspot for client context search.
• Strong organized approach, ability to correctly record all data and organize information for efficient future reusing.
• Proactive and collaborative mindset, with an ability to work across technical and non-technical teams.

Preferred Skills:

• Developer experience on the most popular e-commerce platforms (Shopify, Woocommerce) is a plus.
• Basic knowledge of Python / Javascript is a plus.
• Experience with logging systems (ELK Stack, GCloud Logging, AWS CloudWatch, or their equivalents to search and analyze logs).
• Experience with monitoring and alerting tools (Grafana, Prometheus, Sentry, or their equivalents to track alerts and application status).
• Speaking Russian is a bonus, though not required.

Why Join Haut.AI?

At Haut.AI, you will not only solve technical challenges but also contribute to innovations that transform how businesses approach skincare and personalization. As part of a fast-growing team recognized as a leader in AI-powered solutions, your work will directly impact our clients' success and help define the future of skincare technology. Join us in shaping a world where technology and beauty converge to create sustainable, personalized solutions for everyone.

How to Apply:

If you are passionate about joining our team, please submit your CV to hiring@haut.ai.
Please add to the title the position you apply for.
We look forward to learning more about you and your qualifications!

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