AI Automation Engineer / Product Support Analyst

Job Description

Accountabilities

• Provide first-line technical and product support, responding to user questions, incidents, and requests in a timely and structured manner.
• Troubleshoot product issues, investigate reported problems, and identify practical solutions or appropriate escalation paths.
• Support product deployment activities, helping users and teams adopt and effectively use new or existing product capabilities.
• Assist with AI automation workflows and identify opportunities to streamline repetitive support and operational processes.
• Monitor recurring support issues and contribute to root-cause analysis, documentation, and process improvements.
• Collaborate with product, engineering, deployment, and customer-facing teams to communicate issues, track resolutions, and improve the overall user experience.
• Maintain accurate records of support requests, troubleshooting steps, resolutions, and relevant product documentation.
• Help test product updates, automation workflows, and new functionality to identify potential issues before broader deployment.
• Engage with users to understand their needs, explain technical concepts clearly, and provide guidance on effective product usage.
• Contribute to continuous improvement initiatives across product support, deployment, automation, and customer engagement processes.
  

Requirements

• Experience in technical support, product support, application support, IT operations, software deployment, or a related technology environment.
• Basic understanding of AI, automation, software applications, or technology-enabled business processes.
• Strong troubleshooting and analytical skills, with the ability to investigate issues systematically and identify appropriate solutions.
• Comfortable working with technical tools, support platforms, product documentation, and structured troubleshooting processes.
• Ability to understand and communicate technical information clearly to both technical and non-technical stakeholders.
• Strong written and verbal communication skills, with a customer-focused and service-oriented approach.
• Good organisational skills and the ability to manage multiple support requests or priorities effectively.
• Curiosity and willingness to learn new technologies, AI tools, automation techniques, and product capabilities.
• Ability to collaborate effectively with distributed, cross-functional teams in a fully remote environment.
• A proactive mindset, strong attention to detail, and an interest in improving processes rather than simply resolving individual issues.
• Experience with scripting, workflow automation, APIs, AI tools, or software development is advantageous but not essential.

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