Technical Support Specialist - AI

Recruiters.ie; Toronto; Hybrid; EUR 36,000 - 48,000; Full time

Job summary

A global enterprise SaaS provider seeks a Technical Support Engineer for a hybrid, 11-month contract role. You'll troubleshoot issues, support customers integrating AI tools, and collaborate with internal teams to enhance the platform. Ideal candidates have technical support experience, strong communication skills, and proficiency in JavaScript.

Qualifications

• 2–4+ years in technical support or customer-facing engineering roles.
• Experience integrating AI into workflows, problem-solving, or decision-making.
• Strong hands-on experience with JavaScript in real-world production environments.

Responsibilities

• Resolve customer support cases involving technical issues or platform behaviour.
• Assist users integrating AI tools and automation into their workflows.
• Work cross-functionally with internal teams to escalate and solve complex problems.

Skills

Problem-solving

Communication

Troubleshooting

Analytical skills

Empathy

Tools

JavaScript

MySQL

Oracle

Job description

Technical Support Engineer (AI) – Enterprise SaaS Platform

Hybrid | 11-Month Contract | Up to €48,000

We’re hiring a Support Engineer to join a global enterprise SaaS provider that delivers digital workflow solutions used by some of the world’s largest organizations. This is a hybrid, 11-month contract role offering the chance to work with a leading cloud-based platform that’s central to business-critical operations across multiple industries.

In this role, you’ll be at the frontline of technical support—troubleshooting issues, resolving platform queries, and ensuring a high-quality customer experience across web, chat, email, and phone. A key part of this role involves supporting customers who are integrating AI into their business processes. You’ll help them leverage AI-powered tools, automate workflows, and analyse AI-driven insights to enhance decision-making and problem-solving.

We’re looking for someone who combines strong technical acumen with empathy, communication skills, and a proactive mindset. You’ll work independently on challenging issues and collaborate with internal teams on more complex problems, all while providing valuable feedback that helps improve the product and support processes.

Key Responsibilities:

• Resolve customer support cases involving technical issues or platform behaviour.
• Assist users integrating AI tools and automation into their workflows.
• Communicate technical concepts clearly through various support channels.
• Use diagnostic tools and product knowledge to isolate and resolve issues.
• Work cross-functionally with internal teams to escalate and solve complex problems.
• Provide insights that contribute to continuous product and service improvement.

Essential Skills & Experience:

• 2–4+ years in technical support or customer-facing engineering roles.
• Experience integrating AI into workflows, problem-solving, or decision-making.
• Familiarity with AI-powered tools, automation, and analysis of AI-generated data.
• Strong hands-on experience with JavaScript in real-world production environments.
• Ability to read and interpret basic Java and JavaScript code.
• Solid knowledge of networking and operating systems (Windows/Linux).
• Proven troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Ability to manage time effectively and work evenings/weekends when required.
• Calm, professional approach to handling user challenges.
• Strong team player with the ability to work independently.

Desirable Skills:

• Understanding of ITSM, ITIL, or CMDB principles.
• Experience with relational databases (MySQL, Oracle).
• Knowledge of Web Services (SOAP, REST) and data extraction technologies (JDBC, ODBC).
• Experience with automated system integrations.