Technical Support Engineer

Join our team to provide technical support function for Shen.AI SDK by solving complex technical issues, guiding the support team in advanced troubleshooting, and ensuring clients can integrate and operate the SDK efficiently across platforms. The role is highly technical, requiring strong debugging skills, deep product knowledge, and close collaboration with R&D/Engineering teams. 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:

• Perform hands-on debugging, log analysis, and reproduction of technical problems.

• Work closely with R&D/Engineering to analyze bugs, validate fixes, and support release quality.

• Improve SDK documentation, internal knowledge bases, and client-facing technical guides.

• Identify recurring technical issues and provide structured feedback to product and engineering.

• Manage incident response during high-severity issues or outages.

• Set realistic expectations for clients regarding the support SLA (Service Level Agreement), explaining the scope of support and providing updates on issue resolution progress.

• Respond to client inquiries and troubleshoot issues related to SDK integration across various platforms (mobile, web, embedded).

• Maintain professional, friendly, and clear communication with clients to resolve technical problems and address any concerns.

• 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:

• Solid knowledge of web and mobile development environments (REST APIs, JavaScript, Android, iOS).

• Strong debugging skills and familiarity with log analysis, error tracking, and diagnostic tools.

• Experience with ticketing systems (e.g., Jira) and technical documentation.

• Excellent English communication skills with the ability to simplify complex technical issues.

• Strong organizational skills to prioritize escalations and manage parallel technical cases.

• 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.