Technical Support Specialist – Remote

About the role

BairesDev is seeking a Technical Support Specialist to triage and resolve issues affecting GenAI‑powered chatbot and search tools. The position is fully remote and sits at the intersection of technical support and AI operations, collaborating with product, engineering, and agile teams.

Key responsibilities

• Diagnose and triage incidents related to GenAI chatbot and search functionality.
• Administer and configure Zendesk for efficient ticket handling.
• Maintain clean Jira workflows and keep tickets up to date.
• Support live‑chat platform operations, ensuring smooth day‑to‑day performance.
• Work closely with TPMs, BAs, Scrum Masters, and engineering to resolve issues quickly.

Required profile

• Minimum 4 years of experience in technical support.
• Hands‑on experience with GenAI or AI‑powered tools such as chatbots or search.
• Proficiency in Zendesk administration and Jira ticket management.
• Background in live‑chat platforms (e.g., Pinch, Intercom).
• Advanced English communication skills.

Required skills

• Zendesk
• Jira
• GenAI / AI‑powered chatbots
• Live‑chat platforms (Pinch, Intercom)
• Monitoring and alerting tools
• Log analysis
• Dashboard creation
• Runbook and SOP documentation

What we offer

• 100 % remote work from anywhere.
• Competitive compensation in USD or local currency.
• Provided hardware and software for home office.
• Flexible schedule and paid parental leave, vacations, and holidays.
• Mentorship, skill development, and growth opportunities within a multicultural global team.