Technical Customer Support Engineer

Vacancy: Technical Customer Support Engineer Company: Astratech Format: Remote within Russia, Moscow time (office in Moscow City) Employment: Full-time Contract: Civil Law Contract (CLC) (possible transition to Labor Code after probation) Salary Range: 120,000 – 180,000 ₽ gross

AI HealthTech startup is creating products that transform healthcare processes, making them more efficient and changing the world for the better 🕊

🔹 Who we're looking for: The team is seeking a Technical Customer Support Engineer to help build a modern Customer Support system from scratch.

You will not only help users solve emerging issues but also launch support processes, set up infrastructure, create a knowledge base, and gradually automate routine tasks. In the future, the team plans to actively develop the AI direction, so experience with AI tools and low/no-code solutions for process automation will be a big plus.

Users are very diverse: from doctors and clinic administrators to patients and corporate clients. It's important to be able to explain complex things in simple terms, while also understanding technical issues and helping to develop support processes.

🔹 Key Responsibilities: — Provide technical customer support: diagnose problems, gather context, prioritize and track requests until full resolution. — Set up Customer Support processes: Service Desk, ticket categories, SLAs, routing, response templates, and quality metrics. — Create and maintain a knowledge base: instructions, FAQs, and scenarios for different user types. — Configure low/no-code integrations and automations: connect email, messengers, CRM, Service Desk, and other tools. — Explore opportunities for automating support processes using AI tools. — Conduct onboarding for new clients and provide ongoing support with product usage. — Collaborate with product and development teams: create bug reports, reproduce issues, gather feedback, and improve user experience.

🔹 What we expect: — 2+ years of experience in Customer Support, Technical Support, Customer Success, or a related role. — Experience with Service Desk systems (Omnidesk, Jira Service Management, Intercom, or equivalents). — Understanding of support processes, SLAs, and key metrics (FRT, TTR, CSAT, FCR). — Experience collaborating with development teams and creating structured bug reports. — Ability to explain technical issues in simple terms. — Independence, a high level of responsibility, and a desire to build processes almost from scratch. — English language proficiency – Upper-Intermediate and above. — Experience with AI tools and low/no-code platforms (n8n, Make, Zapier, etc.) for process automation will be a plus.

🔹 What we offer: — Work in a startup: a dynamic environment and rapid iterations. — Opportunity to build Customer Support almost from scratch and influence process development. — High autonomy and results-orientation. — Collaboration with a strong team of engineers, product specialists, and medical experts.