Salary: £61,000 - 87,000 per year Requirements: Bachelors degree in computer science, Information Technology, Engineering, or related field (or equivalent hands-on experience). Prior experience in technical support, help desk, or client success roles (ideally with SaaS, enterprise, or AI/tech products). Ability to manage multiple client priorities with professionalism and efficiency. Excellent verbal and written communication skills with the ability to explain technical issues to non-technical users. Strong problem-solving skills with the ability to diagnose issues across applications, APIs, and integrations. Strong documentation skills for creating FAQs, support articles, and knowledge base content. Basic knowledge of AI concepts, cloud platforms, and APIs is strongly preferred. Familiarity with AI systems, natural language processing tools, or machine learning products. Experience using tools like Jira, Confluence, and CRM tools, or similar bug tracking and documentation systems. Bilingual a plus (English/Spanish, English/German, or English/Italian). Familiarity with Circana tools, including Unify, model/report building, and ideally Emiri; prior experience is a strong plus. Flexibility to work in different time zones, shifts, or on-call rotations (if required). Passion for technology and willingness to continuously learn about new AI tools and trends. Responsibilities: Troubleshoot and resolve client-reported issues related to AI products (e.g., model performance, integrations, or configuration problems). Provide clients with best practices on using AI solutions effectively, including setup, customization, and optimization. Track, prioritize, and manage support tickets from intake to resolution, escalating to L2/L3 teams when needed. Monitor AI applications and pipelines for errors, anomalies, or downtime, ensuring proactive resolution before clients are impacted. Create and maintain knowledge base articles, troubleshooting guides, FAQs, and client training materials. Gather client feedback and relay it to product and engineering teams to drive improvements and new feature development. Assist in testing bug fixes, patches, and product updates before release to clients. Guide clients on data formatting, preprocessing, and ensuring compliance/security while using AI tools. Work closely with product managers, engineers, and customer success teams to ensure client satisfaction and issue resolution. Technologies: AI Cloud Confluence CRM Support JIRA Machine Learning Security More: At Circana, we are fueled by our passion for continuous learning and growth. We seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We are a global company dedicated to fostering inclusivity and belonging, valuing and celebrating the unique experiences, cultures, and viewpoints that each individual brings. With us, you can always bring your full self to work. Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Circana is proud to be Certified by Great Place To Work, based entirely on what current employees say about their experience working here. last updated 11 week of 2026