Technical Support Engineer

Join our team to provide top-tier technical support for Shen.AI SDK. As a Technical Support Engineer, you will be responsible for assisting our clients with SDK integration, troubleshooting issues, and ensuring they have a seamless experience while implementing our technology. This is an excellent opportunity for someone with strong communication skills and a problem-solving mindset.

Key Responsibilities:

• Technical Support: Respond to client inquiries and troubleshoot issues related to SDK integration across various platforms (mobile, web, embedded).
• Client Communication: Maintain professional, friendly, and clear communication with clients to resolve technical problems and address any concerns.
• Expectation Management: Set realistic expectations for clients regarding the support SLA (Service Level Agreement), explaining the scope of support and providing updates on issue resolution progress.
• SDK Documentation: Assist clients in understanding the SDK documentation, helping them navigate integration steps and optimize usage.
• Problem Resolution: Identify and diagnose client-reported issues, working closely with internal teams to find solutions.
• Collaboration: Provide valuable feedback to the product and engineering teams based on common issues faced by clients to improve the SDK and documentation.
• Continuous Improvement: Develop and maintain a deep understanding of Shen.AI SDK and its features to provide better customer support and help improve the overall customer experience.

Requirements:

• Excellent written and verbal communication skills in English.
• Strong problem-solving abilities and a customer-centric mindset.
• Experience in technical support, customer service, or troubleshooting in a technical environment.
• Basic understanding of web technologies and mobile development 
• Ability to explain complex technical concepts in simple terms to non-technical clients.
• Experience with ticketing systems (e.g., Jira) or customer support platforms.
• Ability to prioritize tasks, manage multiple client requests, and handle time-sensitive issues.
• Positive, empathetic attitude when interacting with customers.

What We Offer:

• A key role in a fast-growing company focused on health and biometrics.
• Flexible work setup (remote/on-site in Wroclaw, Poland).
• Unlimited paid vacation and private healthcare.
• Top-tier tools, modern methodologies, and competitive pay.