User Operations Specialist

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

About Viktor

Viktor is the AI employee that lives in Slack and Microsoft Teams, connects to thousands of tools, and does the work: reports, dashboards, code, campaigns. Our mission is to give every company an AI employee.

About Viktor

Viktor is the AI employee that lives in Slack and Microsoft Teams, connects to thousands of tools, and does the work: reports, dashboards, code, campaigns. Our mission is to give every company an AI employee. The team is small. The scope is not.

The Short Version

You're the person who answers when a customer's AI employee misbehaves. Fast, in writing, with a real diagnosis. Support at Viktor is the sensor network of the company. You fix the customer's problem, then you map the pattern behind it and hand product a trend they can act on.

This is an on-site role, five days a week in our Warsaw office. You report to our Chief Revenue Officer.

What's Actually Going On Here

Viktor is growing faster than our support capacity, and our recent Microsoft Teams launch is adding load. We need people who can hold quality while volume climbs: reproduce issues, read logs, write bug reports engineers act on the same day, and tell trends apart from noise. The tooling is scrappy and the problems are novel; an AI employee "getting something wrong" takes real curiosity to diagnose.

What You'll Actually Do

• Own tier-1 support: triage, reproduce, resolve or elevate with a clean repro.
• Read logs, test workarounds, and write bug reports engineering acts on without a follow-up question.
• Turn ticket noise into trend maps that feed product. This mandate is explicit, not aspirational.
• Help customers understand Viktor's behaviour 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.

How You'll Know It's Working

• By week two you handle the support inbox on your own, including credits and escalations within policy.
• By week four you hold your own slot in the on-call rota.
• Your bug reports reach engineering in the agreed format, with no rework.
• Product decisions reference patterns you spotted first.
• By day 90 you own one playbook, or the bug-report standard, end to end.

Who You Are

• 2+ years of hands-on written support at a SaaS or tech company. Technical, IT and application support all count.
• Outstanding written English and clear, professional spoken English. English is our working language across customer and internal communication.
• You check before you reply: you reproduce issues, read logs, and elevate only with a package engineering can act on.
• You've built or changed something in support that moved a number, and you can say what the before and after were and which part was yours.
• You can own an incident with no procedure: you know what to do in the first hour and you write an honest holding message.
• Genuinely curious about how things break. Comfortable in a scrappy tooling environment.

Probably Not a Fit If

• You follow scripts.
• Ambiguity stresses you out.
• You can't tell a customer "I don't know yet, here's when you'll hear from me."
• You promise a fix or a credit before you've checked.
• Your results are all "we" and you can't say which part was yours.

Even Better If

• You've supported an AI or agent product before.
• You lean on AI daily for triage, reproduction and drafting.
• You've written docs or help-center content that measurably deflected tickets.
• You can read code, even if you don't write it daily.

Why This Role Is Different

Ownership is the growth path. Specialists here end up owning real pieces: the reply quality standard, playbooks, the bug-report standard, the map of what gets automated and what stays human. The customer base grows fast, so every fix you own is multiplied across many more customers within months.

How we work

Small team, high trust, low process. Decisions are made by owners, not committees. You will ship your first week. You will talk to users your first day.

We don't do alignment meetings or stakeholder syncs. We build things, see if they work, and iterate.

Why Viktor

We're one of the fastest-growing companies in the world. The product works. The market is pulling.

This is a rare window: everyone here owns something real. Not a task. A surface of the company that customers depend on.

That doesn't last forever. Right now, it's still true.

Compensation

Top-of-the-market salary and the kind of ownership that only exists at this stage.

The best work happens when you're in the room. Munich, New York, Dublin, and Warsaw. Remote for some roles.