Technical Support Specialist

hace 2 semanas

Ciudad de México, Ciudad de México Creai A tiempo completo
About Creai

We are a cutting-edge technology company specializing in harnessing the power of artificial intelligence and machine learning to drive business transformation. Our mission is to help clients reduce costs, increase efficiency, and unlock new opportunities by leveraging innovative AI solutions.

Job Description

We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be the go-to expert for resolving technical issues and ensuring the smooth operation of our AI-driven products and services. Your role will involve direct interaction with clients, troubleshooting technical problems, and collaborating with development teams to ensure that our solutions continue to deliver top-tier performance.

Responsibilities
  • Provide technical support to clients, addressing and resolving issues related to our AI solutions.
  • Troubleshoot and diagnose technical problems related to software, system configurations, and user environments.
  • Collaborate with internal teams, including software development and product teams, to resolve complex technical issues.
  • Maintain clear, effective communication with clients to ensure their issues are resolved in a timely and satisfactory manner.
  • Develop and maintain technical documentation, FAQs, and knowledge base articles to improve the efficiency of the support process.
  • Monitor system performance and identify potential issues before they impact users.
  • Ensure adherence to service level agreements (SLAs) and escalate issues when necessary to meet customer needs.
  • Provide feedback to the product and development teams on common issues or feature requests raised by clients.
Requirements
  • Experience in a technical support role, ideally supporting software products or SaaS platforms.
  • Strong problem-solving skills with the ability to troubleshoot and resolve technical issues quickly and effectively.
  • Familiarity with cloud technologies and services such as AWS, GCP, or Azure.
  • Basic knowledge of APIs, system integrations, and scripting languages such as Python, JavaScript, or similar.
  • Experience with ticketing systems and customer support tools (e.g., Jira, Zendesk, etc.).
  • Ability to communicate technical information clearly to both technical and non-technical stakeholders.
  • A collaborative team player who can work well with cross-functional teams, including developers and product managers.
  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
Desired Qualifications
  • Experience with AI, machine learning solutions, or related technologies is a plus.
  • Knowledge of networking, databases, or system administration is beneficial.
  • Certifications in cloud technologies or IT support (e.g., CompTIA, AWS Certified Solutions Architect) are a plus.
Work from Anywhere

We offer full remote flexibility. You can work from anywhere worldwide as long as you're available to collaborate during our core hours from 9 AM to 5 PM CST.

Perks & Benefits
  • Unlimited PTO, trusting you to manage your time effectively and take the time off you need.
  • Health insurance for employees in Mexico.
  • A budget to set up your ideal remote workspace.

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