L1-L2 Support Specialist

HBM is a European company building exciting new products from scratch for startups and helping mature companies in their journey towards data-driven innovation and AI based solutions. Our expertise refers to EnergyTech, FinTech, ClimateTech, SocialTech, PropTech, etc.

Founded in Ukraine and developed based on Scandinavian culture, HBM is hiring both in Ukraine and the EU for our customers located in Europe and USA.  

Our values include skills, passion, excellence, equality, openness, mutual respect, and trust.

At HBM, you can become a part of growing company, work with creative colleagues, and enjoy modern technologies and creating AI-based solutions. You’ll be part of a strong corporate culture combined with the agility and flexibility of a start-up backed by proven outsourcing and development practices, a human-oriented leadership team, an entrepreneurial mindset, and an approach to work-life balance.

Our customer is a European startup which is building a compliance platform for AI teams preparing for the EU AI Act and beyond. The product is designed for startups and enterprises building with AI, and its goal is making it easy to identify risks related to EU AI Act implementation and stay audit-ready.

We are looking for L1-L2 Customer Support specialist who will help to onboard new client as well as answer to existing clients’ request. This is a hybrid role combining customer support and early-stage product feedback.

You will be the primary point of contact for clients and partners on all platform-related matters, translating their feedback into actionable product improvements, and ensuring that the platform adapts to meet the needs of a diverse and demanding client base.

• Client Onboarding: Support client onboarding, including initial platform setup and configuration guidance.

• Customer Development: Work directly with clients and enterprise partners to understand their compliance workflows, identify friction points, and feed structured product insights back to the engineering and product teams.  

• Customisation and Configuration: Handle customisation requests from clients, adapting platform configuration, rule sets, and compliance binder structures to match client-specific requirements without requiring full engineering involvement.

• Product Feedback Loop: Document recurring client requests, edge cases, and integration patterns and present them to the product team as structured feedback. You will directly influence the product roadmap through what you learn from clients.

• Technical Troubleshooting: Diagnose and resolve technical issues raised by clients, independently handling common issues and escalating complex or product-level problems to engineering with clear context and reproduction steps, while communicating timelines clearly to clients.

• Documentation: Create and maintain internal and client-facing documentation, including setup guides, troubleshooting steps, and instructions.

• 2+ years of experience in a client-facing role (e.g., Customer Success Manager, Technical Account Manager, Technical Support Specialist, or similar).

• Excellent communication skills, with the ability to clearly articulate ideas to both technical and non-technical stakeholders.

• Basic technical background, enabling credible conversations with both clients and developers, including an understanding of how SaaS platforms are configured and deployed.

• Strong organizational skills, with clear written communication and the ability to manage multiple client relationships simultaneously without losing attention to detail.

• Comfortable working in an early-stage environment where processes are still being built and initiative is expected.

• English proficiency at an upper-intermediate level or higher.

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WOULD BE A PLUS

• Experience in compliance, legal tech, or regulated industries is an advantage; familiarity with the EU AI Act or GDPR is a strong plus

• Previous experience working in a distributed startup environment

• Modern technologies, new products development, different business domains.

• Start-up agility combined with mature delivery practices and management team.

• Strong focus on your technical and personal growth.

• Transparent career development and individual development plan.

• Flexible working mode (remote/work from office), full remote possibility.

• Competitive compensation and social package

• Private Entrepreneurs support

• Focus on the well-being and human touch.

• Flat organization where everyone is heard and is invited to contribute.

• Work-life balance approach to work.

• Passion and Fun in everything we do.