Support Specialist

About SCiO

SCiO develops advanced NIR spectroscopy solutions that enable real-time material analysis. Our products are used globally across the food and agriculture industries, helping organizations make data-driven decisions and optimize operations.

We are looking for a Support Specialist to join our Customer Success team. In this role, you will serve as the first point of contact for customers, handling support requests end-to-end and ensuring timely, high-quality resolutions.

You will initially work in a dynamic support environment, with plans to scale processes and tools, and also work closely with Customer Success, Product, and R&D teams to troubleshoot issues, improve processes, and enhance the overall customer experience.

This position reports to the Head of Customer Success

Key Responsibilities

• Manage and respond to incoming support requests from customers and partners
• Troubleshoot hardware, software, and product-related issues
• Escalate complex issues to relevant teams when needed
• Ensure responses meet defined service levels (SLAs)
• Maintain accurate documentation of issues and resolutions
• Collaborate with cross-functional teams to resolve customer challenges
• Identify recurring issues and suggest process improvements

Requirements

• Native-level English (spoken and written)
• 2+ years of experience in a support or customer-facing role (preferably in a startup environment)
• Bachelor’s degree
• Strong problem-solving and analytical skills
• Excellent communication skills
• Ability to manage multiple tasks in a fast-paced environment
• High level of organization and attention to detail

Advantages

• Experience with SaaS and/or hardware products
• Familiarity with tools such as Salesforce or Jira
• Experience working with AI tools to improve workflows