HarborLab

Support Engineer

• **WHAT YOU WILL BE DOING **
• - Become a HarborLab product expert
• - Be the first point of contact of customers/partners using the platform for their daily operations and address their queries via all our communication channels (telephone, email, live chat)
• - Develop deep understanding of key clients’ workflows that aid in resolving highly sophisticated issues
• - Manage escalations and customer expectations on high priority issues in a timely manner to provide the best possible resolution
• - Collaborate across different functional teams that deliver appropriate and prompt solutions to clients and address customers’ concerns proactively and efficiently
• - Implement KYC screening on several registered partner’s entities within the system reassuring compliance in the involved transactional parties
• - Be able to work night shifts to effectively address Customer’s inquiries and provide relevant solutions in a prompt and efficient manner

Customer Support Agent – Technical Ops

AI Engineer

• AI Systems & LLM Engineering: Design and build modern AI applications using LLMs, RAG, agents, embeddings, vector databases, and advanced prompting techniques. Develop AI workflows that are reliable, measurable, and production-ready.
• Backend Development: Build scalable backend services and APIs in Python, using frameworks such as FastAPI. Integrate AI models into existing systems with clean architecture, strong typing, validation, testing, and maintainable code.
• Data & Retrieval Infrastructure: Work with structured and unstructured data, document pipelines, embeddings, semantic search, and retrieval systems using tools such as FAISS, Pinecone, Weaviate, or similar technologies.
• Production AI & MLOps: Deploy, monitor, and improve AI systems in production. Work on evaluation pipelines, observability, latency optimization, cost control, error handling, model versioning, and CI/CD workflows.
• Cross-Functional Collaboration: Collaborate with software engineers, data scientists, product managers, and maritime experts to define requirements, validate solutions, and deliver business impact quickly.
• Documentation & Knowledge Sharing: Maintain clear technical documentation for architecture, APIs, prompts, evaluation methods, deployment processes, and operational decisions.

Customer Support Agent – Technical Ops

AI Software Engineer