L1 Technical Support / Customer Success Specialist (AI SaaS)

Ender Turing

Ender Turing is a product-focused AI company building conversation intelligence solutions for analyzing customer communications (voice & chat).

Our platform helps companies uncover insights from customer interactions and improve business processes through AI-driven analytics.

We work with international clients across the US, Europe, and Latin America.

Our clients include:

• Aventus Group (Financial Services)
• UNIQA Insurance Group
• USG Insurance
• OTP Bank
• NovaPay
• Dila Medical Lab
• Fozzy Group
• Dobrobut

We are a focused team of engineers and product specialists developing and maintaining a production-grade AI platform for global clients.

About the Role

We are looking for an experienced L1 Technical Support / Customer Success Specialist to become the first point of contact for our clients and ensure the smooth operation of our AI platform.

You will work closely with Product Managers, Engineers, and Customer Success teams, helping enterprise customers resolve technical issues and get maximum value from the platform.

This position is ideal for someone with previous SaaS or technical support experience who wants to grow within an AI product company.

Responsibilities

Technical Support (L1)

• Handle incoming client requests via ticketing system, email, and chat.
• Perform first-level troubleshooting and issue diagnosis.
• Reproduce reported issues and collect technical information.
• Analyze application logs and browser console errors.
• Classify and prioritize incidents.
• Escalate complex issues to Engineering (L2).

• Follow up with customers until issues are resolved.

   

Customer Success

• Assist customers with product setup and configuration.
• Guide clients through onboarding activities.
• Answer product-related and technical questions.
• Participate in troubleshooting and implementation calls.

• Ensure an excellent customer experience throughout the support process.

   

Documentation

• Document recurring issues and solutions.
• Maintain and improve the internal knowledge base.

• Create user guides and internal technical documentation.

   

Requirements

• 1–3 years of commercial experience in Technical Support, Help Desk, Service Desk, Customer Success, or SaaS Support.
• Experience supporting SaaS products.
• English — C1.
• Ukrainian — Native or Fluent.
• Excellent communication skills.
• Strong analytical and problem-solving abilities.
• Ability to explain technical concepts in simple language.

• High level of responsibility and attention to detail.

   

Technical Skills

• Understanding of web applications.
• Basic knowledge of REST APIs.
• Experience using browser developer tools (Chrome DevTools).
• Experience with ticketing systems (Jira, Zendesk, Freshdesk, Intercom, ServiceNow, etc.).
• Ability to work with application logs.
• Basic SQL knowledge is a strong advantage.

• Basic understanding of HTTP requests and responses.

   

Nice to Have

• Experience supporting AI or SaaS products.
• Knowledge of CRM systems.
• Experience working with enterprise customers.
• Familiarity with Postman.
• Basic Linux command line knowledge.
• Experience with monitoring tools (Grafana, Kibana, Datadog).

• Understanding of cloud platforms (AWS, Azure, or GCP).

   

Salary

€1,000–1,500/month, depending on experience and technical skills.

What We Offer

• Work on a real AI product used by international clients.
• Fully remote position.
• Direct collaboration with Engineering and Product teams.
• Opportunity to work with enterprise customers.
• Exposure to AI, Speech Analytics, and NLP technologies.
• Friendly and fast-moving startup environment.
• Professional growth opportunities in:
  • Customer Success
  • Product Operations
  • L2 Technical Support
  • QA

  • Product Management

     

Application Process

To move forward, please:

1. Send your CV in English.

2. Answer the following question:

Are you ready to solve up to five logical and analytical problems during the interview?

(This is not a technical exam—we simply want to understand your reasoning process.)

3. Tell us:

Why would you like to work in a startup environment rather than a large corporation?

We value initiative, ownership, curiosity, and people who enjoy building products together.

Interview duration: approximately 30 minutes.

We cooperate under a B2B model. You should have, or be willing to open, a sole proprietorship (FOP) or a registered company.

About Ender Turing

Ender Turing develops AI-powered conversation intelligence solutions that transform human speech into actionable business insights.

Our technology helps organizations analyze customer interactions, improve service quality, optimize operations, and make better business decisions using Speech AI and Natural Language Processing.

We believe AI should help people make smarter decisions—not replace them. Join us and help build the next generation of enterprise AI products.