AI Tier 2 Support Specialist

1 week ago

Belgrade, Central Serbia Exacta Solutions Ltd Full time

Our client, a fast-growing B2B service provider in the iGaming industry with a top AI based product offering, are seeking a high-energy, highly technical
AI Support & Product Operations Specialist
to join their fast-moving team. This hybrid role sits between Tier 2 Support, Product Ownership, and AI Operations. You will investigate complex product issues, triage and categorise incidents, generate high-quality specifications, and collaborate closely with engineering teams to drive fast resolution and continuous product improvement.

This role is
primarily investigative and technical
, with limited but occasional customer interaction to gather context or validate solutions. You will act as an internal AI specialist, leveraging strong prompting skills and analytical ability to diagnose issues, improve workflows, and ensure our AI-powered product runs at peak performance.

Key Responsibilities

  • Act as Tier 2 escalation point for complex, technical, and AI-related product issues.
  • Investigate root-cause issues using logs, tools, and AI analysis techniques.
  • Triage, categorise, prioritise, and escalate incidents efficiently.
  • Write clear, concise, and actionable specs/bug reports for engineering teams.
  • Collaborate with Product and Engineering to refine features, workflows, and quality.
  • Monitor performance, identify anomalies, and proactively spot product issues.
  • Use advanced AI prompting to analyse incidents, generate insights, and enhance internal processes.
  • Interface with customers when needed to gather context, validate solutions, or provide clarification.
  • Suggest improvements to product behaviour, support workflows, and AI model utilisation.
  • Contribute to knowledge base articles, documentation, and internal tooling improvements.

Requirements

  • Strong technical background with excellent problem-solving and investigative skills.
  • Experience in the iGaming industry is a must, at least 1+ years.
  • Experience in Tier 2/technical support, product operations, QA, or a similar analytical role.
  • Ability to write clear specifications, bug reports, and escalation summaries for technical teams.
  • Solid understanding of AI tools, LLMs, and strong prompting capability.
  • High energy, sense of urgency, and ability to thrive in a fast-paced, dynamic environment.
  • Excellent communication skills and ability to interface with customers when required.
  • Ability to prioritise, multitask, and manage multiple investigations simultaneously.
  • Hunger to learn, grow, and work cross-functionally in a fast-scaling team.

Nice to Have

  • Experience with API products, SaaS platforms, or AI-driven solutions.
  • Familiarity with monitoring tools, incident tracking systems, or observability stacks.
  • Basic understanding of product development lifecycle or agile methodologies.

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