Technical Support Specialist – AI Platform (English Speaker)

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 tasks. In this role, you will deliver high-level technical, operational, and user support to both consumers and business clients interacting with advanced AI platforms. Position Details 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. Key Responsibilities 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. Candidate Profile 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. Compensation & Benefits 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).