Customer Support Specialist – Remote

Customer Support Specialist – Remote (Contract)

Job Title:

Customer Support Specialist – Sana Agents (Contract)

Contract Duration: 12 Months

Work Type: Contract / Freelance

Location: Remote

Hours: 35–40 hours per week (Monday–Friday)

Timezone: CET / EST / IST (with overlap required)

We are seeking a Customer Support Specialist to support customers using Sana Agents
, our AI‑powered automation product. In this role, you will handle customer and technical support tickets related to product functionality, configuration, integrations, and agent performance.

You will play a critical role in helping customers get maximum value from their AI agents while ensuring issues are resolved quickly, clearly, and professionally. This is a remote, 12‑month contract role with ongoing support volume and opportunities to build deep expertise in AI agents and enterprise automation.

• Monitor and manage the customer support ticket queue
• Provide technical guidance on Sana Agents setup, configuration, and usage
• Troubleshoot AI agent workflows, performance issues, and unexpected results
• Answer customer questions about product capabilities and best practices in a clear and friendly manner
• Escalate complex or unresolved issues to product or engineering teams while maintaining customer confidence
• Maintain timely responses and clear communication throughout the support process

• 2–3 years of experience in customer support or technical support (SaaS or AI products preferred)
• Strong written English communication skills (clear, concise, technical explanations)
• Experience with ticketing systems, queue management, Slack, and digital tools
• Solid understanding of technical products, APIs, or system workflows
• Strong problem‑solving and critical‑thinking skills
• Ability to remain patient, professional, and positive when handling frustrated customers
• Willingness and ability to learn AI agent concepts and workflows quickly

• Experience supporting AI products or automation platforms
• Familiarity with enterprise customers and technical onboarding
• Experience collaborating with product or engineering teams
• Exposure to integrations or configuration‑heavy SaaS products

• Contract Type: 12‑month Contract
• Hours: 35–40 hours per week
• Schedule: Monday to Friday
• Location: Fully Remote
• Response Expectations: Ability to maintain fast response times during working hours