About Joveo
Joveo is a global leader in AI-powered recruitment marketing, helping enterprises attract, source, and hire talent efficiently. Our platform leverages data science and machine learning to optimize hiring outcomes at scale.
Role Overview
We are looking for a Technical Support Engineer II who can go beyond reactive support and actively contribute to building a smarter, scalable support ecosystem.
This role is suited for candidates from product-based companies who have experience improving support systems, implementing automation, and working with modern tools, including AI-driven workflows.
You will work closely with TechOps, engineering, and product teams to troubleshoot issues, improve processes, and contribute to chatbot-driven and documentation-led support systems.
Key Responsibilities
Technical Support & Troubleshooting
- Own and resolve complex technical issues across backend systems, APIs, and data flows
- Perform root cause analysis and ensure long-term fixes
- Work with engineering teams for escalations and resolutions
- Ensure proper issue tracking and closure in Jira
AI & Automation in Support
- Contribute to chatbot-based support systems embedded within the product
- Build and improve checklist-driven troubleshooting workflows
- Support automation of ticket creation, classification, and resolution
- Structure support content for AI consumption and reuse
Documentation & Process Improvement
- Create and maintain high-quality support documentation, runbooks, and a knowledge base
- Improve documentation structure for better usability and scalability
- Identify gaps in current processes and introduce tools or workflows to improve efficiency
Product & Support Optimization
- Identify recurring issues and suggest product or workflow improvements
- Partner with product and engineering teams to enhance user experience
- Bring fresh ideas to improve support systems and reduce manual effort
Requirements
Must-Have
- 36 years of experience in technical support in product-based organizations
- Strong troubleshooting skills across backend systems, APIs, and databases
- Hands-on experience with Jira (issue tracking, workflows, dashboards)
- Proficiency in at least one programming or scripting language (Python, Bash, etc.)
- Experience with SQL and/or NoSQL databases
- Familiarity with REST APIs
- Strong analytical and problem-solving skills
- Willingness to work in a 2 PM 11 PM shift
Good to Have
- Experience implementing automation or AI in support workflows
- Exposure to chatbot-based support or intelligent ticketing systems
- Experience improving support processes, SLAs, or documentation systems
- Familiarity with LLMs or AI tools for support or documentation use cases
- Experience with AWS or similar cloud platforms
- Understanding of support metrics and performance optimization
What We Value
- Ownership and accountability in resolving issues
- Ability to think beyond tickets and improve systems
- Structured approach to problem-solving and documentation
- Comfort working in a fast-paced, evolving environment
- Strong collaboration with cross-functional teams
Why Join Us
- Opportunity to work on AI-driven support systems and automation
- Direct impact on scaling support for a high-growth platform
- Collaborative environment with a strong TechOps and engineering teams
