Azai Tech is an innovative technology company developing advanced AI-powered solutions across multiple industries, serving both B2B and B2C customers. As our user base continues to grow, we are looking for a technically minded and product-oriented Product Support Specialist to join our team.
Role Overview
- This is not a traditional customer support role.
We are looking for someone who can:
- Analze incoming requests from B2G, B2B and B2C customers
- Perform first-level technical troubleshooting
- Identify recurring issues and patterns
- Collaborate effectively with Software and AI Engineering teams
- Act as a bridge between customers and technical teams
Key Responsibilities
- Deliver fast and professional support to customers
- Communicate clearly and simply with B2C users, and in a structured, technical manner with B2B and B2G clients
- Maintain a high level of customer satisfaction
- Analyze system behavior and reported issues
- Perform initial checks on API errors and integration-related problems
- Review logs and identify potential root causes
- Differentiate configuration/user errors from system issues
- Structure and escalate complex problems appropriately
- Document issues clearly for developers
- Create well-structured tickets in Jira
- Identify recurring problems and trends
- Conduct root cause analysis
- Provide structured feedback to the Product team
- Update FAQs and knowledge base documentation
- Monitor user feedback after new releases
- Identify potential risks at early stages
Requirements
- Bachelor's degree in a related field or equivalent work experience.
- 1-2+ years of experience in software support or a similar role
- Technical understanding of APIs, backend logic, and error handling
- Strong analytical thinking skills
- Structured written communication ability
- Professional and empathetic customer communication
- Ability to collaborate closely with developers
- English proficiency (technical level)
- Experience with Jira or similar ticketing systems
- Basic SQL knowledge
- Experience using Postman for API testing
- Log analysis experience
- Background working with AI or SaaS products is a plus.
What We Offer
- Opportunity to work on real AI-powered products
- Technical and product-focused growth
- Close collaboration with Software and AI teams
- Dynamic and innovative work environment
- Career development opportunities
Interested candidates can send their CV to the e-mail address in the Apply for job button.
