AI Technical Customer Support - Remote Position

About the Role

We are looking for an AI Technical Customer Support professional to join our team at Circana. In this remote AI Technical Customer Support role, you will provide expert assistance to our clients by troubleshooting AI technical issues and ensuring the seamless operation of Circana products and services. This position is perfect for someone who is passionate about technology and enjoys helping others.

What You'll Do

• Troubleshoot and resolve client-reported issues related to AI products, ensuring high levels of customer satisfaction.
• Provide clients with best practices on using AI solutions effectively, including setup, customization, and optimization.
• Track, prioritize, and manage support tickets from intake to resolution, escalating to L2/L3 teams when necessary.
• Monitor AI applications and pipelines for errors, ensuring proactive resolution before clients are impacted.
• Create and maintain knowledge base articles, troubleshooting guides, FAQs, and client training materials.
• Gather client feedback and relay it to product and engineering teams to drive improvements.
• Assist in testing bug fixes, patches, and product updates before release to clients.
• Guide clients on data formatting, preprocessing, and compliance/security while using AI tools.
• Collaborate closely with product managers, engineers, and customer success teams to ensure client satisfaction.

Requirements

• Bachelor’s degree in computer science, Information Technology, Engineering, or related field (or equivalent hands-on experience).
• Prior experience in technical support, help desk, or client success roles, ideally with SaaS, enterprise, or AI/tech products.
• Ability to manage multiple client priorities with professionalism and efficiency.
• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
• Strong problem-solving skills with the ability to diagnose issues across applications, APIs, and integrations.
• Basic knowledge of AI concepts, cloud platforms, and APIs is strongly preferred.
• Familiarity with AI systems, natural language processing tools, or machine learning products.
• Experience using tools like Jira, Confluence, and CRM tools, or similar bug tracking and documentation systems.
• Bilingual skills (English/Spanish, English/German, or English/Italian) are a plus.

Nice to Have

• Familiarity with Circana tools, including Unify+, model/report building, and ideally Emiri.
• Flexibility to work in different time zones, shifts, or on-call rotations if required.
• Passion for technology and willingness to continuously learn about new AI tools and trends.

What We Offer

• Competitive salary and benefits package.
• Flexible working environment with a focus on work-life balance.
• Opportunities for continuous learning and professional growth.
• Inclusive company culture that values diversity and collaboration.
• Remote work flexibility, allowing you to work from anywhere.