AI Support Engineer: Incident Ownership & Bug Reports

viktor.com; Województwo mazowieckie; On-site; PLN 60,000 - 90,000; Full time

Job summary

Viktor in Warsaw, Poland is seeking a support specialist to handle tier-1 issues for an AI assistant used in Slack and Teams. You will reproduce issues, read logs, and write actionable bug reports for engineers, while turning ticket noise into actionable product insights.

You will respond with clear, professional English, maintain incident ownership, and participate in on-call rotations including nights and weekends. This role is on-site in Warsaw with ambitious growth.

Qualifications

• 2+ years of hands-on written support at a SaaS or tech company.
• Outstanding written English and clear spoken English; working language is English.
• You reproduce issues, read logs, and elevate only with a package engineering can act on.
• You have previously moved metrics with a support initiative.
• You can own an incident from the first hour and write an honest holding message.
• Genuinely curious about how systems break and comfortable in a scrappy tooling environment.

Responsibilities

• Own tier-1 support: triage, reproduce, resolve or elevate with a clean repro.
• Read logs, test workarounds, and write bug reports engineers act on without a follow-up question.
• Turn ticket noise into trend maps that feed product.
• Help customers understand Viktor's behavior they can't articulate themselves.
• Improve the machine as you go: docs, macros, self-serve fixes.
• Help decide what gets automated, what needs approval and what stays human.
• Join the on-call rota, including weekend and night shifts, with a teammate backing you up on your first shifts.

Skills

Written support

Technical troubleshooting

English proficiency

Logs reading

Issue reproduction

Tools

Slack

Microsoft Teams

Bug tracking

Job description

Viktor in Warsaw, Poland is seeking a support specialist to handle tier-1 issues for an AI assistant used in Slack and Teams. You will reproduce issues, read logs, and write actionable bug reports for engineers, while turning ticket noise into actionable product insights.

You will respond with clear, professional English, maintain incident ownership, and participate in on-call rotations including nights and weekends. This role is on-site in Warsaw with ambitious growth.