Technical Support Specialist – Remote (GenAI Chatbot & Search)

About the role

We are looking for a Technical Support Specialist to triage and resolve issues affecting our GenAI‑powered chatbot and search tools. The position is fully remote and sits at the intersection of technical support and AI operations, working closely with product and engineering teams.

Key responsibilities

• Triaging incidents related to GenAI chatbot and search functionality.
• Administering and configuring Zendesk to ensure efficient ticket handling.
• Managing Jira workflows, keeping tickets up‑to‑date and clean.
• Supporting live‑chat platform operations (e.g., Pinch, Intercom) on a day‑to‑day basis.
• Collaborating with TPMs, Business Analysts, Scrum Masters, and engineering teams to resolve issues quickly.

Required profile

• Minimum 4 years of experience in technical support.
• Hands‑on experience with GenAI or AI‑powered tools such as chatbots or search engines.
• Proven experience administering Zendesk.
• Strong background in Jira workflow and ticket management.
• Experience operating live‑chat platforms (Pinch, Intercom or similar).
• Advanced proficiency in English.

Required skills

• Zendesk administration and configuration.
• Jira workflow management.
• Live‑chat platform operations (Pinch, Intercom).
• GenAI chatbot and search tool support.
• Advanced English communication.

What we offer

• 100% remote work from anywhere.
• Competitive compensation in USD or local currency.
• Hardware and software setup for home office.
• Flexible schedule – create your own working hours.
• Paid parental leave, vacation days, and national holidays.
• Multicultural environment with mentorship, promotion pathways, and skill‑development opportunities.