Job Description

About AODOcs

We are a SaaS software as a service company, and our content service platform AODocs is used by 500 customers, including large enterprises like Equifax, Solvay or Air Liquide to manage their business critical documents. AODocs ensures that information is easily accessible by the people who need it, while being protected against unauthorized content and human errors, and that business processes are properly followed, with full traceability. For example, AODocs helps Google ensure the design documents of its data centers are properly controlled, accelerating the construction projects while avoiding costly mistakes.

AODocs is a growing and profitable company, recognized (by top analyst firm Gartner, and by its own customers) as one of the most modern solutions in a market populated by legacy, pre-cloud systems like OpenText, IBM Filenet, Hyland and others. This market is now being disrupted by the new generative AI technologies, which allows software to understand the content of a company's documents, and thus to automate tasks that previously required human work, such as document tagging, data extraction from unstructured text, or analysis of complex documents.

We believe the generative AI will dramatically change the way companies create and use their business content, and since the beginning of the year, we have made it a priority to integrate this new technology in our product. The combination of the generative AI capabilities to understand and generate text, with our existing document management and workflow features, enables a large number of high value use cases, from contracts management to RFP responses, audit reports, or recruitment processes.

Our team is made of passionate and dedicated people who love to innovate. We work in a very collaborative and transparent manner: we believe that good ideas can come from anyone, regardless of their formal job role.

Why Join Us?

• Work with mission-critical processes in industries like engineering and healthcare.
• Collaborate with global teams and engage with cutting-edge SaaS technologies.
• Enjoy career growth opportunities in a profitable, scaling organization.

Key Responsibilities

• Act as the first point of contact for technical support, managing and triaging incoming tickets via Zendesk.
• Resolve Level 2/3 issues and escalate more complex cases with appropriate context and initial troubleshooting.
• Monitor and manage support queues, ensuring timely responses and proactive updates to customers.
• Provide detailed customer feedback to improve product documentation and features.
• Contribute to knowledge base updates and cross-team collaboration to enhance the overall support process.

About You

• 3+ years of experience in a SaaS B2B technical support role
• Strong understanding of Java and API/ log analysis
• Proficient in using ticketing platforms (e.g., Jira, Zendesk).
• Strong problem-solving skills, customer-centric mindset, and eagerness to learn.
• Interest in AI technologies and technical topics.
• Based in Atlanta, this position requires to be in the office 2/3 days per week
• WIlling to travel to Europe once a year.

Please note, in view of specific regulations applying to our clients, only US citizens will be considered.

Job Tags

Similar Jobs