Technical Support Engineer – AI SaaS

We are looking for a skilled Technical Support Engineer to join a global leader in AI-powered language technology. In this role, you’ll serve as the first point of contact for customers and linguists, troubleshooting complex technical issues, reproducing bugs, and ensuring smooth delivery of multilingual solutions powered by cutting-edge NLP and machine translation. You’ll work closely with engineering, production, and customer success teams to improve the platform, while also building tools and features that directly impact both internal and external users.

This is a hands-on, customer-facing position that blends problem-solving, technical expertise, and collaboration in a fast-moving AI-first environment. When applying please remember to include your CV.

We’re partnering with a leading AI-first language technology company – , backed by top-tier investors and trusted by global enterprises across tech, government, and media. Since 2015, the company has been pioneering innovation in machine translation by combining Large Language Models, advanced contextual AI, and human feedback to deliver fast, accurate, and scalable multilingual experiences across 100+ languages.

Recognized among the top software companies globally, this team is shaping the future of content localization and automation through cutting-edge NLP, deep learning, and seamless integrations with 100+ enterprise systems.

If you’re passionate about high-impact AI products, building meaningful global experiences, and solving complex technical challenges in a fast-moving environment, this is a unique opportunity to get involved.

We are seeking a highly motivated and skilled Technical Support Engineer to join our clients customer support team. As a Technical Support Engineer for the platform, you will work directly with our clients customers and linguists to help them resolve the issues they face while working with the platform and help our client to improve its AI platform.

You will be the face of the company externally when discussing solutions and building relationships with our customers and providing valuable feedback internally to our engineering teams to help improve our products and services. You will collaborate closely with our production and customer success teams and leverage your technical abilities to ensure timely delivery of projects to our customers.

The role also provides you the opportunity to build, fix, and create tools and features that have a direct impact on both internal and external users that depend on our product every day.

It’s a great opportunity to learn a technically complex, customer-oriented product from the inside-out. Every day brings exciting and new challenges!

• Reproduce customer issues, file bug reports, and coordinate the delivery of fixes.
• Be an internal product advocate, track product processes and contribute to the platform feeding back feedback and issues you get back from LILT platform users
• Be a key source of knowledge on the LILT platform and APIs, the underlying web-stack technologies, and industry-standard integration methods and best practices.
• Interact regularly with Engineering, Production, and cross-functional management on high-profile technical issues to the product support team.
• Author knowledge base articles and drive internal knowledge-sharing initiatives.

• You are creative, courageous and have strong problem-solving capabilities
• You can adapt to change quickly, while dealing with many varied technical support requests and challenges
• You are self-driven, flexible, and have the ability to maintain high levels of productivity with minimal supervision; taking accountability for your work and results delivered
• You’ve had exposure to uncertain situations and show a history of dealing with ambiguity successfully
• You make quick informed decisions under pressure and prioritize appropriately based on urgency, necessity and both internal and external requests

• Excellent customer service and problem solving skills
• Ability to quickly diagnose, multi-task and resolve customer issues
• Must be able to research application database, application code and…