Data Science Platform Support Specialist

6 hours ago

Islamabad, Islamabad, Pakistan beBeeSupport Full time
Technical Support Specialist – AI and ML Platforms

We are seeking a skilled and dedicated Technical Support Specialist to join our team. In this role, you will provide first-line support for complex data science applications, ensuring timely resolution and effective communication with customers across the US and EU markets.


Key Responsibilities:
  • Act as the primary point of contact for customers seeking technical assistance via phone, email, or chat
  • Deliver first-line support for complex data science applications, covering API integrations, model outputs, workflow issues, and system configurations
  • Organize and lead diagnostic sessions to gather logs, environment details, and reproducible error conditions
  • Use internal Knowledge Base (KBDB) to provide resolutions for known issues and support recurrence management
  • Create, manage, and update support tickets with detailed documentation of symptoms, diagnostics performed, and resolution steps
  • Maintain SLA compliance and perform structured escalation of unresolved, critical, or complex cases to L2 and L3 engineering teams
  • Coordinate across shifts and global teams to ensure continuity of support and closure of issues across time zones

Required Skills & Qualifications:
  • Bachelor's or Master's degree in Computer Science, Information Technology, or a related technical field
  • 1–3 years of experience in L1 technical support or application support, preferably for SaaS, AI/ML, or data-heavy platforms
  • Strong SQL knowledge for database queries and data validation
  • Understanding of REST APIs, JSON payloads, and web service interaction patterns
  • Experience using ticketing and project management tools (e.g., JIRA, OTRS, Zendesk)
  • Familiarity with log analysis, basic command-line tools, and remote troubleshooting procedures
  • Excellent verbal and written communication skills with strong follow-up and customer handling experience across geographies
  • Strong problem-solving skills with a customer-first mindset

What We Offer:

A competitive compensation package, paid leaves, medical benefits, free lunch, annual performance-tied increments, and performance recognition awards.

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