Client Technical Support

Let’s be unstoppable together!

At Circana, we are fuelled 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 have a global commitment to diversity, equity, and inclusion as we believe in the undeniable strength that diversity brings to our business, 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.

Learn more at www.circana.com.

So, why Circana?

We’re progressive, inclusive and people focused. We seek to create a down-to-earth culture which balances work and home life and enables our team to be the best that it can be. Our people are important to us, and we offer a number of fantastic benefits including;

• Flexible and hybrid working


• Up to 5 weeks annual leave and holiday buy back scheme


• 16 weeks paid parental leave


• Birthday leave


• Summer half days


• Circana “Me” Days (4 per year!)


• Cultural swap days

What will you be doing?

This role sits at the heart of delivering an outstanding client experience. You will be the go to expert for helping internal and external customers solve AI driven technical challenges and get the best out of Circana’s products and services. You will troubleshoot issues, simplify complex concepts, and turn challenges into wins for our clients.

By responding quickly and thoughtfully, you will help build lasting partnerships and high levels of customer satisfaction. You will also work closely with cross functional teams to continually improve service quality and shape a seamless end to end client experience.

Responsibilities

• Act as the first point of contact for clients, diagnosing and resolving issues across AI solutions including model performance, integrations, and configuration challenges


• Partner with clients to help them get the most from AI products by sharing best practices for setup, customisation, and ongoing optimisation


• Own support requests end to end by tracking, prioritising, and resolving tickets efficiently, with clear escalation to L2 and L3 teams when required


• Monitor AI applications and data pipelines for errors, anomalies, or outages, taking proactive action to prevent client impact


• Develop and maintain clear, helpful resources such as knowledge base articles, troubleshooting guides, FAQs, and client training materials


• Capture client insights and feedback and collaborate with product and engineering teams to influence enhancements and future feature development


• Assist with validating bug fixes, patches, and product updates to ensure a reliable and high-quality experience before release to clients


• Guide clients on data preparation, formatting, preprocessing, and best practices for security and compliance when working with AI tools


• Work closely with product managers, engineers, and customer success teams to resolve issues, improve services, and deliver exceptional client outcomes

Requirements

• Bachelor’s degree in computer science, information technology, engineering, or a related field preferred


• Previous experience in technical support, help desk, or client success roles, ideally within SaaS, enterprise, or AI driven products


• Strong problem solving skills, with experience diagnosing issues across applications, APIs, and system integrations


• Foundational knowledge of AI concepts, cloud platforms, and APIs, with a strong interest in how these technologies are applied


• Familiarity with AI systems, natural language processing tools, or machine learning based products


• Experience using tools such as Jira, Confluence, CRM platforms, or similar bug tracking and documentation systems


• Familiarity with Circana tools, including Unify+, model and report building, and ideally Emiri, with prior experience considered a strong advantage


• Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to non technical audiences


• Confidence creating clear documentation, including FAQs, support articles, and knowledge base content


• Bilingual capability is a plus, particularly English with Spanish, German, or Italian


• Proven ability to manage multiple client priorities with professionalism, organisation, and efficiency


• Flexibility to work across different time zones, shifts, or on call rotations when required


• A genuine passion for technology, combined with curiosity and a desire to continuously learn about emerging AI tools and trends

Circana Behaviours

As well as the technical skills, experience and attributes that are required for the role, our shared behaviours sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviours throughout the business within their day-to-day role:

• Stay Curious: Being hungry to learn and grow, always asking the big questions


• Seek Clarity: Embracing complexity to create clarity and inspire action


• Own the Outcome: Being accountable for decisions and taking ownership of our choices


• Centre on the Client: Relentlessly adding value for our customers


• Be a Challenger: Never complacent, always striving for continuous improvement


• Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect and integrity


•  Commit to each other: Contributing to making Circana a great place to work for everyone

Ready to make an impact?

If you’re passionate about solving complex technical problems with AI, thrive in a collaborative environment, and want to be part of a company that truly values your growth, we’d love to hear from you. Apply now and let’s build something great together.

If you require accessibility support or would like to request reasonable adjustments during the recruitment process, we encourage you to reach out to us at [email protected]

Prospective candidates may be asked to consent to background checks (in accordance with local legislation and our candidate privacy notice). Your current employer will not be contacted without your permission.

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