Intern – Support Specialist, Business Analyst

This is a fully remote position, open to applicants in Kazakhstan.

📋 Description

• Collect and document both business and functional requirements through various methods such as interviews, workshops, document analysis, and workflow evaluations.

• Decompose projects into actionable tasks with defined timelines, responsible parties, and objectives.

• Organize and facilitate regular team meetings; record decisions, action items, and subsequent steps.

• Create comprehensive documentation for internal teams and key stakeholders, utilizing AI writing and summarization tools to enhance quality and efficiency.

• Track project progress, proactively identify risks, and assist in resolving issues.

• Regularly maintain and update project reports, dashboards, and status trackers.

• Employ AI-assisted tools to analyze project data, uncover trends, and highlight actionable insights.

• Perform acceptance testing of new features and functionalities.

• Act as the primary contact for customers seeking technical support via phone, email, or web portal.

• Systematically troubleshoot technical issues, using AI-powered diagnostic tools and knowledge bases where applicable, and escalate unresolved cases to the relevant support tier or engineering team.

• Monitor and manage open issues through to resolution within agreed service level agreements (SLAs).

• Provide prompt, accurate, and professional responses to customers throughout the support lifecycle.

• Ensure customer systems are fully operational following issue resolution.

• Accurately log all events, problems, and resolutions in the ticketing system.

• Contribute to the internal knowledge base by producing technical notes and user-facing documentation, leveraging AI tools for consistency and clarity.

• Collaborate closely with developers, QA engineers, and system engineers to ensure quality product delivery.

• Utilize basic prompt engineering techniques to achieve effective results from AI assistants in daily tasks.

• Foster and maintain positive working relationships with customers and internal stakeholders.

⛳️ Requirements

• Strong understanding of the software development life cycle (SDLC) and various methodologies (Agile, Scrum, Waterfall).

• Familiarity with help desk or ticketing software and remote support tools.

• Basic experience in troubleshooting software or system issues remotely.

• Exposure to relational databases (SQL knowledge is advantageous).

• Comfortable utilizing AI assistants (such as ChatGPT, Claude, Copilot, or similar) for research, drafting, and problem-solving tasks.

• Fundamental understanding of how large language models (LLMs) function and their practical limitations.

• Ability to craft clear and effective prompts to generate useful outputs from AI tools.

• Awareness of AI ethics, data privacy considerations, and responsible AI usage in a professional context.

• Interest in the impact of AI and automation on IT support, business analysis, and enterprise workflows.

• Assist in designing and documenting multi-agent workflows that coordinate specialized AI agents across support, analysis, and reporting tasks.

🏝️ Benefits

• Collaborate with a recognized leader in the cloud infrastructure sector based in Silicon Valley.

• Work alongside exceptionally passionate, talented, and engaging colleagues, assisting Fortune 500 and Global 2000 customers in implementing next-generation cloud technologies.

• Be part of innovative, cutting-edge open-source projects.

• Flourish in a dynamic environment of a young company that values openness, collaboration, risk-taking, and continuous growth.

• Opportunities for professional development and training.

• Attend conferences and participate in working groups.

• Enjoy company outings, happy hours, hackathons, and tech talks.

• Receive a competitive compensation package along with a comprehensive benefits plan.