Technical Support Specialist - AI Automation Platform

About the Role

We are hiring a Technical Support Specialist to join our dynamic team at Duvo. This Technical Support Specialist remote position is crucial for ensuring our enterprise customers succeed with our innovative AI Automation Platform. You will be the key link between our customers and the internal teams, managing support through Intercom and ensuring high-quality interactions.

What You'll Do

• Own the customer experience end to end, ensuring that every issue is resolved and the customer feels valued.
• Automate support processes at scale, utilizing smart automation and self-service content to enhance customer interactions.
• Collaborate closely with AI Solutions Consultants and Customer Success teams to share insights and escalate issues effectively.
• Communicate clearly and calmly with customers, addressing their concerns and providing solutions in an understandable manner.
• Utilize Intercom and the Duvo platform daily, gaining deep knowledge of the product to troubleshoot and reproduce issues efficiently.
• Provide feedback to product teams by identifying patterns in support requests and suggesting improvements.
• Adapt quickly to changes in our platform and customer needs, demonstrating a proactive approach to learning and improvement.

Requirements

• Experience in supporting enterprise SaaS or automation platforms.
• Familiarity with Intercom or similar support platforms, including workflow automation.
• Strong instinct for balancing automation with human interaction in customer support.
• Basic understanding of AI products and their functionalities.
• Ability to create internal knowledge bases and runbooks from scratch.
• Experience working alongside consulting or customer success teams.

Nice to Have

• Experience in building efficient workflows and macros in support platforms.
• Knowledge of AI agent behavior and outputs.
• Strong organizational skills and attention to detail.

What We Offer

• A motivated team that values ownership and transparency.
• The opportunity to influence both product and culture while tackling cutting-edge AI challenges.
• Real impact—your work will directly affect our customers and the business.
• Competitive equity options and compensation packages.
• Flexible work arrangements with a focus on remote work.