AI Product Support (F/M/*)

Responsibilities

We are representing a confidential AI technology company based in Köln, and our talent team is seeking an AI Product Support professional to serve as the primary point of contact for customers using an innovative AI product platform.

In this role, you will:

• Respond to customer inquiries via ticket systems, email, and chat with competence, professionalism, and a solution-oriented approach
• Handle 2nd level support by analyzing complex technical requests, identifying root causes, and delivering clear solutions
• Document requests, solutions, and recurring themes systematically to continuously build the knowledge base
• Identify technical issues, reproduce them, and escalate appropriately to the engineering team (3rd level) when necessary
• Guide customers in using AI product features optimally and help them maximize value
• Bring insights from daily support interactions to the team, working closely with Product and Engineering to actively contribute to solution development

What We're Looking For

Our client seeks candidates with:

• Experience in technical support, 2nd level support, or a comparable IT-related role; motivated IT career-changers are also welcome
• Strong technical understanding and the ability to quickly learn new software and tools
• Excellent written communication skills in both German and English—clear, precise, and empathetic
• Structured, solution-oriented work style with the ability to manage multiple parallel inquiries
• Enjoyment in explaining complex topics clearly and genuinely helping customers
• Ideally, experience with ticket systems (such as HubSpot, Zendesk, or similar) and knowledge base management
• Interest in AI, SaaS, and modern technologies
• Current residence in Germany (required for this position)

How We Work with You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to understand your background and qualifications. We will then submit qualified candidates to our client for consideration. Please do not contact the client directly—all communication should flow through Get A Job.ai to ensure a professional process for everyone involved.

This is a hybrid position requiring on-site presence three times per week at one of the company's German locations. The role offers professional development opportunities, modern technology tools, and the chance to work with an international team on cutting-edge AI solutions.

Pay

Compensation details will be discussed during the screening process with Get A Job.ai.

Equal Opportunity

Get A Job.ai is committed to inclusive recruiting practices and works with clients who value diversity and equal opportunity in their hiring processes.