Technical Support Specialist – AI Platform

We are partnering with a world-leading American artificial intelligence research organization to recruit a Technical Customer Support Specialist (m/f/d) for their operational hub in Lisbon Portugal.

Our client develops cutting-edge generative AI technology and large language models that empower millions of users worldwide across writing coding research and automation this role you will deliver high-level technical operational and user support to both consumers and business clients interacting with advanced AI platforms.

• Location: Lisbon Portugal .
• Working Hours: 40 hours per week on a 24/7 rotational shift schedule (schedules provided 10 days in advance).
• Contract Type: Initial 12-month contract with a pathway to a permanent contract (contrato sem termo) after 2 years.
• Training Period: 15 working days (8 hours/day) of comprehensive paid product software and operational training.

• Technical & Operational Support: Troubleshoot complex account access issues platform bugs and technical queries across multiple communication channels.
• User Enablement: Guide train and assist consumers and enterprise clients on how to maximize the features and capabilities of generative AI tools.
• Billing Administration: Address customer inquiries regarding subscription plans invoicing and billing management.
• Quality Assurance: Deliver accurate helpful and timely responses that consistently meet or exceed service-level benchmarks and quality metrics.

• Language Skills: Advanced / Fluent English (C1/C2 level) with exceptional written and verbal communication skills.
• Technical Experience: Proven prior experience in technical support IT helpdesk SaaS troubleshooting or digital platform support.
• Tech Affinity: Strong passion for new technologies artificial intelligence and software ecosystems.
• Problem-Solving: Sharp analytical mindset capable of resolving complex user issues in a fast-paced environment.
• Flexibility: Availability to work 24/7 rotational shift patterns.

• Competitive Salary Package: Includes fixed base pay prorated Christmas and holiday bonuses (duodécimos) and a tax-exempt daily meal allowance.
• Performance Bonus: Monthly variable productivity bonus based on performance.
• Health & Dental: Private health and dental insurance provided upon contract signature.
• Paid Leave: 22 days of annual paid leave plus statutory Portuguese public holidays (with compensatory days off if worked).
• Onsite Facilities: Modern office environment with an oceanfront balcony on-site cafeteria and excellent public transport links (metro bus train).