Support Analyst

Join C&R: Empowering AI Frontlines as a Support Analyst

Company Overview

Create & Realize
(C&R) is a pioneering Artificial Intelligence and Software Development company with over a decade of transformative experience across Hong Kong, the United Kingdom and Singapore. Our vibrant, forward‑thinking culture champions creativity, curiosity, and collaboration, empowering our team to turn visionary ideas into reality.

Why C&R?

At C&R, we live by our Core Values to:

• Uncover Truth through open, honest debates


• Amplify Knowledge by sharing ideas freely


• Lead with Vision through proactive innovation


• Build Community in a supportive, family‑like environment

We're not just developing software - we're shaping the future of smart cities and revolutionizing industries through AI, leveraging cutting‑edge technologies like Vibe Coding, Large Language Models
(LLM), and Vision Large Language Models
(VLLM). Join our passionate team to drive innovation and make the impossible possible!

We're Hiring: Support Analyst

We are seeking a Support Analyst to join our customer success team and play a critical role in delivering exceptional technical support for our AI and system solutions. This role is ideal for a process-oriented professional who is technically adept, customer-focused, and skilled at navigating workflows, business processes, and support tools. Your seniority will be determined by your experience and performance during our engaging interview process.

Job Highlights

• Diagnose and resolve technical issues related to AI, system workflows and integrations


• Perform on-site data center operations for server maintenance and hardware management


• Deliver high-quality customer experiences with empathy and expertise


• Optimize support processes for efficiency and consistency


• Collaborate cross-functionally with developers, analysts, and product teams


• Competitive compensation with year‑end bonus and comprehensive benefits

Responsibilities

Technical Support

• Diagnose, troubleshoot, and resolve technical issues related to workflows, integrations and system deployments


• Conduct scheduled and ad-hoc visits to data centers to manage physical infrastructure, including server racking, cabling, and hardware troubleshooting


• Respond to customer inquiries via support tools, email, and other channels, providing clear and timely solutions


• Escalate complex issues to engineering or product teams while maintaining ownership of customer communication

Customer-Success Oriented Support

• Deliver a high-quality customer experience by empathizing with customer needs and ensuring their success with our AI solutions


• Proactively identify opportunities to enhance customer adoption and usage of our products and services


• Act as a trusted advisor, helping customers align product capabilities with their business processes

Process Optimization

• Apply a process-oriented approach to streamline technical support workflows, ensuring consistent issue resolution and tracking


• Document common issues and solutions in a knowledge base to empower customers and internal teams


• Identify recurring issues and collaborate with Platform Engineering teams to improve system performance and reliability

Workflow & Business Process Expertise

• Understand customer workflows and business processes to provide tailored recommendations and solutions


• Collaborate with customers to ensure that AI solutions integrate seamlessly into their existing workflows


• Provide technical guidance on designing and optimizing workflows using AI technologies

Qualifications

Technical Expertise

• Strong understanding of AI technologies, including LLM and VLLM, and their applications in business processes


• Basic knowledge of server hardware architecture and data center operations
  (cabling, racking, hardware replacement)


• Familiarity with APIs, cloud platforms
  (Cloudflare,
  Azure, AWS), and workflow automation tools


• Ability to analyze and troubleshoot technical issues with a solutions-oriented mindset


• Experience with Linux administration and shell scripting is a plus

Process-Oriented Thinking

• Demonstrated ability to follow and improve support processes for efficiency and consistency


• Strong organizational skills, with the ability to prioritize and manage multiple customer issues simultaneously

Customer Success Focus

• Proven experience in a customer-facing role, with a passion for helping customers succeed


• Willingness to travel to data centers for on-site maintenance works as required


• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences


• Fluency in English and Chinese

Education & Experience

• Degree, preferably in Computer Science, IT, or related disciplines


• 2+ years in technical support, customer success, or related roles

What Success Looks Like

• Customer issues are resolved quickly and effectively, with high levels of satisfaction


• Customers are empowered to fully utilize AI solutions in their workflows and business processes


• Support processes are continuously streamlined and optimized to improve efficiency and consistency


• Recurring technical issues are documented and addressed, leading to product improvements and fewer support cases over time

Your Benefits

At C&R, we invest in your growth and well‑being:

• Competitive Compensation: Year‑end/gratuity bonus


• Comprehensive Benefits: Medical coverage


• Team Bonding: Regular TGIF team lunches, happy hours, and company trips to Hong Kong, Singapore, or the UK


• Learning Opportunities: Free access to pre‑approved Coursera courses and exclusive internal training programs focused on Vibe Coding, LLM, and VLLM

How to Apply

Ready to shape the future with us? Submit your application here. Candidates with extensive experience will be considered for senior Support Analyst roles. Join C&R today and let's create the future, together!