Respond to client emails in clear, professional English (AI-assisted but human-reviewed)
Use Jira Service Management and Jira Software to log bugs, change requests, and technical clarifications
Develop strong contextual awareness of platform workflows, data flows, and business logic
Identify whether an issue is user error, configuration issue, data problem, or system defect
Execute basic corrective actions when possible (data validation, configuration checks, structured guidance)
Escalate structured, well-documented tickets to the development team when required
Raise change requests based on recurring client feedback
Detect potential bugs, inconsistencies, or edge cases from client reports
Use AI tools responsibly to enhance communication clarity, documentation quality, and issue analysis

Excellent written English (must be comfortable handling professional client communication)
Comfortable working in the US timezone
Strong logical thinking and ability to understand complex workflows
Experience using Jira Service Management and Jira Software
Ability to distinguish between bugs, feature gaps, and configuration errors
Familiarity with SaaS platforms and structured support processes
Comfortable using AI tools to improve productivity and clarity
Background in fintech, finance, or transaction/deal workflows (Big Plus)
Experience in SaaS technical support or client-facing technical roles (Big Plus)
Based in the Americas (US timezone overlap preferred)

AI-Driven Support Engineer – US Timezone

Key skills