Support Engineer – AI-Driven

Role Overview

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

Requirements

• Excellent written English (must be comfortable handling professional client communication)\n
• Comfortable working in the US timezone\n
• Strong logical thinking and ability to understand complex workflows\n
• Experience using Jira Service Management and Jira Software\n
• Ability to distinguish between bugs, feature gaps, and configuration errors\n
• Familiarity with SaaS platforms and structured support processes\n
• Comfortable using AI tools to improve productivity and clarity