Company Overview

SCiO is revolutionizing material analysis by making it real-time, precise, and actionable. Our pocket-sized NIR spectroscopy solutions empower customers in the food and agriculture industries to optimize their operations, achieve scalable growth, and confidently make data-driven decisions. We’re dedicated to providing seamless integration, intuitive tools, and a network of insights that enable businesses to unlock the full potential of their materials.

We’re looking for a hands-on Customer Support Specialist. This role sits at the center of our operations, working closely with Customers, Product, R&D, and Customer Success to ensure a seamless experience. You’ll be the first point of contact for support requests, responsible for diagnosing issues, driving resolution, and continuously improving our support for users. 

In the initial phase, support operations are managed manually (without a fully implemented ticketing system), requiring a high level of ownership, organization, and independence. As we scale, we plan to implement structured tools and automation, including AI-driven workflows.

This position reports to the Head of Customer Success and operates primarily in US working hours. 

Key Responsibilities

• Own and manage incoming support tickets across customers and partners
• Deliver fast, high-quality responses aligned with defined SLAs
• Troubleshoot product, device, and software issues — and escalate when needed
• Own internal processes which are support led (replacements, activations, etc’)
• Work across systems (Salesforce/other, Jira, internal tools) to investigate and resolve issues
• Collaborate closely with Product, R&D, and CS to solve customer problems
• Use AI tools to generate, refine, and optimize support responses and workflows
• Identify recurring issues and drive improvements in processes and support workflows
• Maintain clear documentation and ensure knowledge is shared across teams are met. and supporting applied use cases.

Required Skills & Qualifications

• Native English — a must (additional languages are a plus)
• At least 2 years of experience in a startup environment (SaaS and HW company will be adventure)
• Bachelor’s degree
• Strong problem-solving skills and technical curiosity
• Excellent communication skills with a customer-first mindset
• Ability to prioritize and manage multiple issues in a fast-paced environment
• Highly organized, detail-oriented, and accountable
• Experience using AI tools (e.g., ChatGPT or similar) to improve efficiency — an advantage
• Experience with support tools (e.g., Salesforce, Jira) — an advantage