Technical Support Engineer
Poland / Estonia
At Shen.AI we deliver digital, smartphone accessible health & wellness diagnostic tools that run locally on your mobile device. Based on 30 second video scan of human face, we extract over 25 health markers, such as Heart Rate, HRV, Blood Pressure, Stress Level and more.
The Shen AI platform combines state-of-the-art computer vision and advanced vital signs processing with the power of AI for health and wellness monitoring. It provides real or near real-time display of health metrics, biofeedback, and preliminary diagnosis with recommended follow-up steps. As a Deep Learning Engineer you will support our team by exploring data preparation pipelines and developing&testing training methodologies, ensuring the highest quality of the input delivered to our models.
Key responsibilities:
Twój zakres obowiązków:
- Perform hands-on debugging, log analysis, and reproduction of technical problems.
- Work closely with R&D/Engineering to analyze bugs, validate fixes, and support release quality.
- Improve SDK documentation, internal knowledge bases, and client-facing technical guides.
- Identify recurring technical issues and provide structured feedback to product and engineering.
- Manage incident response during high-severity issues or outages.
- Set realistic expectations for clients regarding the support SLA (Service Level Agreement), explaining the scope of support and providing updates on issue resolution progress.
- Respond to client inquiries and troubleshoot issues related to SDK integration across various platforms (mobile, web, embedded).
- Maintain professional, friendly, and clear communication with clients to resolve technical problems and address any concerns.
- Develop and maintain a deep understanding of Shen.AI SDK and its features to provide better customer support and help improve the overall customer experience.
Requirements
Nasze wymagania:
- Solid knowledge of web and mobile development environments (REST APIs, JavaScript, Android, iOS).
- Strong debugging skills and familiarity with log analysis, error tracking, and diagnostic tools.
- Experience with ticketing systems (e.g., Jira) and technical documentation.
- Excellent English communication skills with the ability to simplify complex technical issues.
- Strong organizational skills to prioritize escalations and manage parallel technical cases.
- Ability to prioritize tasks, manage multiple client requests, and handle time-sensitive issues.
- Positive, empathetic attitude when interacting with customers.
Nice to have:
Miło widziane:
We Offer:
Oferujemy:
- A key role in a fast-growing company focused on health and biometrics.
- Flexible work setup (remote/on-site in Wroclaw, Poland).
- Unlimited paid vacation and private healthcare.
- Top-tier tools, modern methodologies, and competitive pay.
What we offer
Meaningful technology
Opportunity to co-create meaningful technology and products that improve people’s lives.
Healthy culture
Culture of ownership, openness, and trust
Professional team
Working with professionals in a small dream team.
Freedom and flexibility
Freedom and flexibility working remotely.
Unlimited vacation
Unlimited, paid vacation time.
Private healthcare
Private healthcare
You choose your tools
Work equipment and tools of your choice
Competitive and fair salary
Opportunity to co-create meaningful technology and products that improve people’s lives.
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