User Operations Specialist

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 Viktor's behaviour they can't articulate themselves.

• Improve the machine as you go: docs, macros, self-serve fixes.

• Help decide what gets automated, what needs approval and what stays human.

• Join the on-call rota, including weekend and night shifts, with a teammate backing you up on your first shifts.

How You'll Know It's Working

• By week two you handle the support inbox on your own, including credits and escalations within policy.

• By week four you hold your own slot in the on-call rota.

• Your bug reports reach engineering in the agreed format, with no rework.

• Product decisions reference patterns you spotted first.

• By day 90 you own one playbook, or the bug-report standard, end to end.

Why This Role Is Different

Ownership is the growth path. Specialists here end up owning real pieces: the reply quality standard, playbooks, the bug-report standard, the map of what gets automated and what stays human. The customer base grows fast, so every fix you own is multiplied across many more customers within months.

Who You Are

• 2+ years of hands-on written support at a SaaS or tech company. Technical, IT and application support all count.

• Outstanding written English and clear, professional spoken English. English is our working language across customer and internal communication.

• You check before you reply: you reproduce issues, read logs, and escalate only with a package engineering can act on.

• You've built or changed something in support that moved a number, and you can say what the before and after were and which part was yours.

• You can own an incident with no procedure: you know what to do in the first hour and you write an honest holding message.

• Genuinely curious about how things break. Comfortable in a scrappy tooling environment.

Even Better If

• You've supported an AI or agent product before.

• You lean on AI daily for triage, reproduction and drafting.

• You've written docs or help-center content that measurably deflected tickets.

• You can read code, even if you don't write it daily.

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.