- Studio AI Product - t.ly/t0Ko5
- Vini AI Product Teaser - t.ly/Z6QwM
- Public links (Explore more across the web yourself as well):
- Spyne raises $16 Mil!
- Check out these as well - New Office, One of the podcasts, Dave as Head of US Sales
- Serve as the first line of support via email, chat, and ticketing platforms for all client technical queries being responsive, empathetic, and professional in every interaction.
- Diagnose and resolve L1 issues related to Spyne AI's mobile app, web portal, API integrations, and image processing workflows.
- Accurately log, categorize, and prioritize tickets; track all interactions within the CRM tool with complete case notes.
- Achieve and maintain First Response Time (FRT) SLA of ≤ 30 minutes and resolution SLA targets as defined by management.
- Escalate unresolved or complex issues to L1/L2 with detailed diagnostic notes, reproduction steps, and relevant logs.
- Strong communication skills, both written and verbal.
- Reproduce reported bugs in test environments and provide clear steps to engineering for faster resolution.
- Assist customers with onboarding, platform configuration, API key setup, and SDK integration queries.
- Guide clients on image upload requirements, background removal settings, and AI enhancement features.
- Conduct basic log analysis and identify patterns in recurring issues; contribute to root cause documentation.
- Basic knowledge of SQL.
- Author and maintain FAQs, troubleshooting guides, and knowledge base articles for both internal and customer-facing use.
- Identify recurring issue patterns and surface them to QA/product teams for permanent fixes.
- Participate in weekly support syncs; share insights from ticket trends to improve product documentation.
- Contribute to the development and refinement of Standard Operating Procedures (SOPs) for the support function.
- Partner with OnBoarding & Customer Success Managers to ensure enterprise clients receive white-glove support during onboarding and post-sales.
- Proactively communicate service disruptions, maintenance windows, and product updates to affected customers.
- Collect and relay product feedback from customers to the product team through structured feedback loops.
- B.Tech or BCA or Other Technical Diplomas with 2+ years of experience in AI | SaaS | B2B environments supporting US or EMEA regions.
Skills Required
- B.Tech, BCA, or other technical diploma with 2+ years experience in AI, SaaS, or B2B supporting US or EMEA regions
- Basic knowledge of SQL
- Experience troubleshooting API integrations and API key setup
- Experience assisting with SDK integrations
- Experience supporting mobile apps and web portals
- Experience with image processing workflows and background removal guidance
- Experience using CRM and ticketing platforms; accurate ticket logging and prioritization
- Strong written and verbal communication skills
- Ability to meet SLAs (First Response Time ≤ 30 minutes) and work rotational 24/7 shifts onsite in Gurgaon
What We Do
One of the biggest pain points for any online seller is to showcase their products in the best possible manner to grab customer attention and increase conversions. Spyne is transforming the way businesses create their catalog using state-of-the-art AI technology. No studio. No photography skills. No complex processes. Just Spyne to create stunning catalogs that drive 40% better conversions. We are building first-of-its-kind AI that would transform the way businesses will create high-impact catalogs without the need for a physical studio. We are building computer vision and AI technology to automate image processing workflows. This will help any business or marketplace shoot, edit, and publish product visuals at scale, at a fraction of the cost, and time. We are helping large e-commerce marketplaces in the automotive, food, fashion, real estate, and retail industry create and upgrade high-quality visual catalogs at scale. Founded in 2018, Spyne is headquartered in Gurugram, India serving 80+ customers across 15+ countries including Amazon India, Karvi, OLACars, and The Luxury Closet Dubai. We are backed by Accel Partners, Storm Ventures, and other marquee investors.
