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’re a global company dedicated to fostering inclusivity and belonging. We value and celebrate the unique experiences, cultures, and viewpoints that each individual brings. By embracing a wide range of backgrounds, skills, expertise, and beyond, we create a stronger, more innovative environment for our employees, clients, and communities. 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. This prestigious award is based entirely on what current employees say about their experience working at Circana.
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What will you be doing?
The Client Technical Customer Support role involves providing expert assistance to internal and external clients by troubleshooting AI technical issues and ensuring seamless operation of Circana products and services. This position requires strong problem-solving skills, excellent communication, and a deep understanding of the company's offerings. By addressing client concerns promptly and effectively, the role helps maintain high levels of customer satisfaction and loyalty. Additionally, it involves collaborating with other teams to improve overall service quality and client experience.
Job Responsibilities
1. Client Issue Resolution: Troubleshoot and resolve client-reported issues related to AI products (, model performance, integrations, or configuration problems).
2. Product Guidance: Provide clients with best practices on using AI solutions effectively, including setup, customization, and optimization.
3. Incident Management: Track, prioritize, and manage support tickets from intake to resolution, escalating to L2/L3 teams when needed.
4. System Monitoring: Monitor AI applications and pipelines for errors, anomalies, or downtime, ensuring proactive resolution before clients are impacted.
5. Documentation: Create and maintain knowledge base articles, troubleshooting guides, FAQs, and client training materials.
6. Feedback Loop: Gather client feedback and relay it to product and engineering teams to drive improvements and new feature development.
7. Testing & Validation: Assist in testing bug fixes, patches, and product updates before release to clients.
8. Data Handling Support: Guide clients on data formatting, preprocessing, and ensuring compliance/security while using AI tools.
9. Cross-Team Collaboration: Work closely with product managers, engineers, and customer success teams to ensure client satisfaction and issue resolution.
Requirements
10. Bachelor’s degree in computer science, Information Technology, Engineering, or related field (or equivalent hands-on experience).
11. Prior experience in technical support, help desk, or client success roles (ideally with SaaS, enterprise or AI/tech products).
12. Ability to manage multiple client priorities with professionalism and efficiency.
13. Excellent verbal and written communication skills with the ability to explain technical issues to non-technical users.
14. Strong problem-solving skills with the ability to diagnose issues across applications, APIs, and integrations
15. Strong documentation skills for creating FAQs, support articles, and knowledge base content
16. Basic knowledge of AI concepts, cloud platforms, and APIs is strongly preferred.
17. Familiarity with AI systems, natural language processing tools, or machine learning products.
18. Experience using tools like Jira, Confluence and CRM tools, or similar bug tracking and documentation systems.
19. Bilingual a plus (English/Spanish, English/German or English/Italian)
20. Familiarity w/Circana tools, including Unify+, model/report building, and ideally Emiri; prior experience is a strong plus.
21. Flexibility to work in different time zones, shifts, or on-call rotations (if required).
22. Passion for technology and willingness to continuously learn about new AI tools and trends.
Circana Behaviors
As well as the technical skills, experience and attributes that are required for the role, our shared behaviors sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviors throughout the business within their day-to-day role:
23. Stay Curious: Being hungry to learn and grow, always asking the big questions.
24. Seek Clarity: Embracing complexity to create clarity and inspire action.
25. Own the Outcome: Being accountable for decisions and taking ownership of our choices.
26. Center on the Client: Relentlessly adding value for our customers.
27. Be a Challenger: Never complacent, always striving for continuous improvement.
28. Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect, and integrity.
29. Commit to each other: Contributing to making Circana a great place to work for everyone.
Location
This position can be located in the following area(s): UK
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