User Operations Specialist

The role

You will provide tier-1 support by triaging, reproducing, and resolving customer issues. You will read logs, write bug reports for engineering, and map ticket trends to inform product decisions.

What you will do

• Own tier-1 support: triage, reproduce, resolve or escalate with a clean repro
• Read logs, test workarounds, and write bug reports
• Turn ticket noise into trend maps that feed product
• Help customers understand Viktor's behaviour
• Improve docs, macros, and 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

Required qualifications

• 2+ years of hands-on written support at a SaaS or tech company
• Outstanding written English
• Clear, professional spoken English
• Ability to reproduce issues, read logs, and escalate with a package engineering can act on
• Experience building or changing something in support that moved a number
• Ability to own an incident with no procedure
• Curiosity about how things break
• Comfortable in a scrappy tooling environment

Nice to have

• Supported an AI or agent product before
• Lean on AI daily for triage, reproduction and drafting
• Written docs or help-center content that measurably deflected tickets
• Can read code

About the company

Viktor is an AI employee that lives in Slack and Microsoft Teams to perform tasks like reports, dashboards, code, and campaigns. The company's mission is to give every company an AI employee.