We are looking for a Technical Support Manager (L1) to provide high-level assistance to our customers and partners. This role includes diagnosing and troubleshooting software issues, as well as configuring customer and provider accounts, including AI models.
Please note: This position requires working night shifts, including:
One shift from 11:00 PM to 8:00 AM (23:00 — 08:00) One shifts from 10:00 PM to 7:00 AM (22:00 — 07:00)
Primary responsibilities of a Technical Support Manager: — Diagnose and troubleshoot technical issues, including account setup; — Ask customers targeted questions to quickly understand the root of the problem; — Guide clients and providers through issue resolution via phone, email, or chat; — Properly escalate unresolved issues to appropriate internal teams; — Provide prompt and accurate feedback to customers; — Oversee the integration pipeline; — Configure provider and client accounts;
— Utilize AI models to automate issue diagnostics, analyze client data, and optimize support processes.
Requirements & Skills
— Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role;
— Ability to diagnose and troubleshoot basic technical issues;
— Experience working with AI models for data analysis, process automation, or customer support;
— Excellent problem-solving and communication skills;
— Excellent skills in SQL;
— Ability to provide step-by-step technical help, both written and verbal;
— BS degree in Information Technology, Computer Science, or relevant field.
Probation
— Standard probation — 3 months (may be exceptional cases)
