Senior Technical Support Specialist
Yerevan
On-site
CX
About the company:
Podcastle is an AI-powered, collaborative audio & video creation platform that enables anyone to create, edit and publish production-quality content with unmatched simplicity. Our mission is to democratize access to podcasting through a radically simplified suite of collaborative tools to streamline the workflow for any creator or team.
Our team's mission is to empower podcast content interaction and creation using speech & audio-related technologies. We are focused on cutting-edge R&D in areas like text, speech & audio, audio processing and we are looking for top talents to work on these exciting technologies, integrate them into our product, and ultimately bring joy to our user base!
About the role:
We’re looking for a Senior Technical Support Specialist who’s not just great at solving problems, but also passionate about improving the bigger picture. In this role, you’ll be responsible for guiding and mentoring support workflows, diving deep into complex technical issues, and working closely with engineering and product teams to make sure user concerns are heard and acted on.You’ll lead the charge when it comes to identifying trends, tackling high-impact issues, and making sure we’re continuously improving both the product and the support experience. If you’re someone who thrives on collaboration, takes initiative, and is eager to have a tangible impact, we’d love to meet you.
Typical responsibilities include:
- Lead issue resolution: Own complex or critical customer issues end-to-end, making sure they’re resolved quickly and thoroughly, while keeping customers updated throughout
- Spot patterns and drive change: Identify recurring problems or areas for improvement and work with QA, engineering, and product teams to develop long-term solutions
- Escalation management: Take the lead in handling escalations—prioritize them, communicate them clearly to internal teams, and track them through to resolution
- Be a connector: Act as the bridge between the technical support team and product/engineering, making sure customer feedback is translated into actionable insights
- Use data to improve: Analyze support interactions and system data (e.g., Intercom, Jira) to uncover trends, improve workflows, and influence product improvements and help content
- Advocate for the customer: Join forces with QA, product, and other teams to bring the customer perspective to product development and quality discussions
We’re looking for someone with the following skills and qualities:
- 3+ years of experience in technical customer support, ideally in SaaS or a fast-moving tech environment
- Strong analytical and troubleshooting skills with a knack for digging into technical issues
- Excellent written and verbal English communication skills with a customer-centric approach
- Hands-on experience with Intercom (or similar tools), and ticketing systems like Jira
- Experience working directly with product and engineering teams
- Comfortable managing multiple priorities and switching gears as needed
- Patience, empathy, and a genuine desire to help users
- Bonus: experience with manual testing, or working with audio or video tools
Nice to Have:
- Experience with data scraping/crawling for speech/audio corpora
- Prior experience deploying AI models in real-world production environments
- Experience in the audio domain
Why Podcastle?
- Health insurance
- GYM membership
- Professional development
- Flat company structure
- Pioneering mindset of innovative people around
- Competitive and dynamic salary system
- Immediate insight into the effectiveness of your contributions
