Support Specialist

Job description

ABOUT VIKTOR Viktor is the AI teammate. He lives in Slack and Microsoft Teams, connects to thousands of tools, and does real work for real companies: finance, marketing, ops, engineering. We're building the product that replaces half the SaaS stack. The team is small. The scope is not. THE SHORT VERSION You're the person who answers when a customer's AI teammate misbehaves. Fast, in writing, with a real diagnosis. Support at Viktor isn't a ticket queue; it's the sensor network of the company. You fix the customer's problem, then you map the pattern behind it and hand product a trend they can act on. This is an on-site role, based in our Warsaw or Dublin office. WHAT'S ACTUALLY GOING ON HERE Viktor is growing faster than our support capacity, and our recent Microsoft Teams launch is adding load. We need people who can hold quality while volume climbs: reproduce issues, read logs, write bug reports engineers act on the same day, and tell trends apart from noise. The tooling is scrappy and the problems are novel; an AI agent "getting something wrong" takes real curiosity to diagnose. WHAT YOU'LL ACTUALLY DO - Own tier-1 support: triage, reproduce, resolve or escalate with a clean repro. - Read logs, test workarounds, and write bug reports engineering acts on without a follow-up question. - Turn ticket noise into trend maps that feed product. This mandate is explicit, not aspirational. - Help customers understand agent behaviour they can't articulate themselves. - Improve the machine as you go: docs, macros, self-serve fixes. HOW YOU'LL KNOW IT'S WORKING - Response and resolution times hold as volume grows. - Engineering ships fixes against issues you scoped. - Product decisions reference patterns you spotted first. WHO YOU ARE - 2 to 5 years in technical support at a SaaS or AI company, or an equivalent track record you can show. - Outstanding written English and clear, professional spoken English. English is our working language across customer and internal communication. - Technical enough to reproduce issues, read logs, and hold your own in an engineering conversation. - AI-native: you lean on AI daily for triage, reproduction and drafting, or you've supported an AI product. You'll ramp faster and diagnose agent-behaviour issues others can't. - Genuinely curious about how things break. Comfortable in a scrappy tooling environment. PROBABLY NOT A FIT IF - You follow scripts. - Ambiguity stresses you out. - You can't tell a customer "I don't know yet, here's when you'll hear from me." EVEN BETTER IF - You've supported an AI or agent product before. - You've written docs or help-center content that measurably deflected tickets. - You can read code, even if you don't write it daily. HOW WE WORK Small team, high trust, low process. Decisions are made by owners, not committees. You will ship your first week. You will talk to users your first day. We don't do alignment meetings or stakeholder syncs. We build things, see if they work, and iterate. WHY VIKTOR We're one of the fastest-growing companies in the world. The product works. The market is pulling. This is a rare window: everyone here owns something real. Not a task. A surface of the company that customers depend on. That doesn't last forever. Right now, it's still true. COMPENSATION Top-of-the-market salary and the kind of ownership that only exists at this stage. The best work happens when you're in the room. Munich, New York, Dublin, and Warsaw. Remote for some roles.