Technical Support Ops Specialist

About Kodiak Hub

Kodiak Hub is on a mission to transform supplier management and procurement through a smart AI-native Supplier Relationship Management Suite. We combine automation, AI, and human expertise to help global supply chains thrive.

The Role

You will be in charge of AI-fying the team that is responsible for making customer´s deployment of our SRM suite successful, enabling Customer Success & Onboarding team to deploy AI to do things faster, safer and more effective.

Become our Technical Support Ops Specialist and be the bridge between customer-facing teams and our engineers. If our AI-can’t resolve a ticket, you’ll own the investigation, applying strong technical acumen and collaborating closely with engineers to diagnose and resolve complex issues. Your work will ensure our customers receive fast, accurate, and reliable support when it matters most.

What You’ll Do

• Explore, deploy and improve AI-tools that can make the customer success & customer support function more effective and efficient through AI.       

• Be the Escalation Point: Handle tickets that require human expertise, reproducing and diagnosing complex product issues.

• Do Technical Analysis: Review logs, APIs, integrations, and configurations to identify root causes and recommend solutions.

• Collaborate with Engineering: Work side-by-side with the development team to resolve bugs, validate fixes, and prioritize product improvements.

• Knowledge Creation: Draft technical documentation and troubleshooting guides to empower internal teams and strengthen our AI support model.

• Feedback Loop: Share recurring issues and customer insights with Product and Engineering to drive platform enhancements.

• Customer Communication: Provide clear, professional responses in English to ensure customers feel supported and understood.

What We’re Looking For

Must-Haves

• Experience: 2–4 years in a technical support, application support, or customer-facing engineering role (preferably in SaaS).

• Problem-Solving Skills: Ability to troubleshoot web-based applications, APIs (e.g. with dev tools embedded in browsers) and review logs.

• Documentation Mindset: Experience in creating and maintaining Knowledge Base articles (help centers) and internal process guides.

• Tools & Technologies: Familiarity with customer support platforms, AI agents and tools, RESTful APIs, basic SQL.

• Language: Fluent English for all customer and internal communication.

Nice-to-Haves

• Technical background: degree in Computer Science or similar field of study.

• Experience with cloud platforms (AWS/Azure) or backend languages.

• Exposure to DevOps, observability tools and basic scripting (e.g. Python, Bash).

• Polish language skills (not required).

Why Join Our Tech Team

• Play a key role in a forward-thinking AI-driven support model.

• Collaborate daily with engineers (developers, QAs) and product innovators (Product Owners, Data Analysts).

• Contribute directly to product stability and customer satisfaction.

• Grow your career inside a fast-scaling company, with potential to move into engineering, DevOps, or product support leadership.