Product Support Engineer

Summary

Join Zowie, a company revolutionizing customer interactions with its AI platform, as a Product Support Engineer. You will handle support tickets efficiently and empathetically, utilizing AI tools. Maintain and improve knowledge base articles, leveraging AI to identify gaps and generate drafts. Analyze recurring support issues using AI-enhanced insights. Collaborate with cross-functional teams to share AI best practices. This role requires at least one year of experience in technical support and fluency in AI tools. Excellent communication skills in English and Polish are essential.

Requirements

• Customer-Focused Technical Support: At least 1 year of experience supporting external users in a technical capacity, whether in product support, technical sales consulting, or a similar role
• AI tools Fluency: Demonstrable consistent use of e.g. ChatGPT, Gemini, GitHub Copilot, etc. in academic, personal, or work projects
• Problem-Solving & Investigation: A strong ability to diagnose technical issues, connect the dots between symptoms and solutions, and bring in the right tools and people to resolve problems effectively
• Curiosity and a bias for action—especially when working with new tools
• Exceptional Communication: Excellent written and verbal communication skills in English and Polish , with a focus on clear, precise, and empathetic communication

Responsibilities

• Handle support tickets with efficiency and empathy, using AI tools to assist in drafting, summarizing, or categorizing issues
• Maintain and improve knowledge base articles, leveraging AI to identify gaps, generate drafts, or surface outdated content
• Analyze recurring support issues using AI-enhanced insights or internal query tools
• Participate in internal experiments to identify new workflows where AI can improve quality, response time, or team throughput
• Collaborate cross-functionally with Product, Engineering, and fellow Support team members to share AI best practices and keep our support stack adaptive and forward-looking

Preferred Qualifications

• API Interaction: Familiarity with connecting to and interacting with APIs
• Database Fundamentals: Basic knowledge of SQL or MongoDB
• Programming Basics: Familiarity with at least one modern programming language (e.g., Python , Java , or Scala )
• Experience working in a SaaS company

Benefits

• Employee Stock Option Plan (ESOP). You’re a part of our company’s future success
• Unlimited paid time off. We trust each other and don’t count days
• Great company offsites and individual integration budgets. We spend time together in person to strengthen our team
• Health benefits. We offer an additional health insurance package
• Development budget. We want to grow personally and professionally together
• Home-office funds. Make yourself a comfy space for work on a daily basis