Junior User Support & Enablement Specialist

The Role

Matcha is Harris's enterprise AI platform, used by 15,000 employees across 187 business units. This role is the connective tissue between the platform and its users. You will translate user frustration into technical insights for R&D, build self-serve resources to reduce support volume, and ensure every employee gets maximum value from our AI tools.

Reporting Structure

• Direct Report to: Director of AI Strategy and Business Intelligence
• Collaboration: Functional "Front-End" for the R&D Lead to validate and triage bug reports.

WHAT YOU WILL OWN

1. Support Operations & Triage

• Inbox Management: Act as the first point of contact for the [email protected] inbox, maintaining high response standards.
• Issue Escalation: Log bugs and feature requests in GitHub with enough technical context for the R&D team to act without constant back-and-forth.
• Sentiment & Adoption Reporting: Maintain a monthly 'Voice of the User' report, categorizing trends by business unit to identify where specialized training or pivots are needed.

2. Enablement & Content Creation

• Self-Serve Knowledge Base: Own the Matcha Wiki, creating plain-language FAQs and guides that non-technical users can actually follow.
• Visual Documentation: Use Tango/Loom to build efficient "step-by-step" visual guides, replacing traditional manual documentation.
• Matcha Academy Support: Assist in the production of training series, ensuring video modules (narrated by AI personas like Harry or Priya) are accessible and correctly tagged.

3. Product Validation

• User Acceptance Testing (UAT): Participate in light testing for new features, flagging usability friction before tools reach the broader user base.
• Feedback Loops: Identify recurring pain points—if the same question is asked five times, you proactively flag it as a product gap.

What This Role Is Not

• A Developer Role: You do not need to write code.
• A Passive Ticket-Closer: You are expected to eliminate problems, not just respond to them.
• A Micro-Managed Function: You own your inbox and queue; self-direction is a requirement.

Required Qualifications

• Communication Excellence: Ability to explain complex technical processes in plain English to diverse personas and proven verbal skills and exceptional written skills
• Logical Flow Thinking: Ability to troubleshoot step-by-step logic (e.g., identifying if an AI agent failed due to a prompt, a data source, or a workflow break). Proven problem-solving abilities.
• Technical Comfort: Familiarity with Microsoft 365 and an interest in learning GitHub and RAG (Retrieval-Augmented Generation) concepts.
• AI Curiosity: An 'early adopter' who already experiments with tools like ChatGPT, Claude, or Midjourney to solve daily hurdles.
• Self-Organization: Experience managing multiple open requests simultaneously without letting details slip.
• Support Experience: 1+ year(s) of customer service experience in a technical environment or relevant experience
• Work approach: Work well autonomously and ability to multi-task effectively

Preferred Qualifications

• Experience in Helpdesk, IT Support, or SaaS Customer Success.
• Prior use of JIRA, GitHub, or similar issue-tracking systems.
• Fluency in French, Spanish, or German is a significant asset for our global business units.
• Experience in technical documentation

Salary range : $52,000-$60,000

*Only successful candidates will be contacted*.

Harris is committed to an equal opportunity employment program, and applications from members of targeted groups, including women, persons with disabilities, Indigenous peoples, and visible minorities, are encouraged. If you are a person with a disability, you may receive assistance with the screening and selection process upon request.