PRODUCT SUPPORT ENGINEER

Description

Job Summary: We are seeking an investigative and agile professional to resolve technical issues, optimize customer support, and act as a bridge to the product team—leveraging AI for automation and continuous improvement. Key Highlights: 1. Solve technical problems in an agile and proactive manner 2. Scale support operations using AI and automation 3. Act as a bridge to the product team, ensuring effective solutions At **Data Stone**, we are driven by the purpose of connecting businesses with their audiences with maximum precision and tangible results. We use data intelligence and cutting-edge technology to generate qualified leads, accelerate sales, and foster sustainable growth for our clients. With a strong presence in the B2B market, we have developed our digital platform, Stone Station, which transforms data into real business opportunities. Today, we are one of the largest providers of registration data in the country, serving **more than 3\.000 clients** and achieving consistent double-digit growth year after year. **Stone Station** stands out as one of the most comprehensive platforms in the market, offering integrated data and technology solutions to solve real business challenges through three modules: **B2C, B2B, and Data Reveal.** Our team consists of multidisciplinary professionals passionate about innovation and results. We believe no challenge is too big when there is collaboration, purpose, and a focus on performance. If you seek a dynamic, innovative, and continuously evolving environment, join Data Stone—a strong team that transforms data into results and challenges into achievements. **What We’re Looking For:** We seek someone who solves real problems: delivering agile chat-based support, performing technical diagnostics, and identifying patterns before escalation. This person will scale support by building knowledge bases, automating responses, and continuously improving our AI-powered chatbot (Gleap) in daily operations. They will also serve as a bridge to the product team—reporting bugs clearly and ensuring solutions are effectively delivered to customers. We value autonomy, investigative thinking, and the ability to learn quickly through hands-on experimentation. **Your Mission:** * Solve real problems: serve customers with agility and clarity, investigate root causes, diagnose technical issues, and anticipate patterns before escalation * Ensure an onboarding process that fosters autonomy—helping customers implement and extract value from the ecosystem, reducing dependency on support * Support integrations and technical debugging, assisting with APIs, webhooks, JSON parsing, and error investigation prior to involving developers * Support system tracking via script installation, GTM usage, and interpretation of captured data * Scale support: create and maintain a knowledge base, evolve the chatbot (Gleap), and automate repetitive responses * Use AI as a standard tool to investigate issues, improve responses, and automate operational tasks * Serve as a bridge to the product team: report bugs clearly, reproduce issues, and ensure solutions are properly delivered back to customers **Operational Technical Skills:** * Technical problem diagnosis * Error investigation and root cause analysis * Technical integration support * Knowledge base creation and maintenance * Process and response automation * Use of AI for analysis, automation, and support **Technical Differentiators:** * Practical daily use of AI * Experience automating tasks * Familiarity with no-code/low-code tools * Experience with B2B SaaS **Interested? Join the largest data company!!!