Aizon is a software-as-a-service company that provides AI-powered solutions for GxP pharmaceutical manufacturing. Their platform aims to improve yield, reduce deviations, and ensure product quality by leveraging real-time data and predictive analytics. Aizon's solutions are designed to be adapted to specific needs, with a consulting service that can accelerate results within six weeks. The company targets quality, production, and tech ops leaders, as well as corporate functions, to optimize manufacturing activities and deliver drugs on time and budget. Key products include Aizon Execute for recipe execution, Aizon Unify for data lakehouse and batch review, and Aizon Predict for yield optimization.
Aizon is a software-as-a-service company that provides AI-powered solutions for GxP pharmaceutical manufacturing. Their platform aims to improve yield, reduce deviations, and ensure product quality by leveraging real-time data and predictive analytics. Aizon's solutions are designed to be adapted to specific needs, with a consulting service that can accelerate results within six weeks. The company targets quality, production, and tech ops leaders, as well as corporate functions, to optimize manufacturing activities and deliver drugs on time and budget. Key products include Aizon Execute for recipe execution, Aizon Unify for data lakehouse and batch review, and Aizon Predict for yield optimization.
What they do: AI-powered SaaS for GxP pharmaceutical and biotech manufacturing analytics
Headquarters: San Francisco, California
Recent funding: Closed $20M Series C (Feb 2024)
Founders: Pep Gubau, Pere Merino, Toni Manzano
Company Overview
Problem Domain
GxP pharmaceutical and biotech manufacturing operations, quality assurance, and production optimization
Founded
2014
Industry
IT Services and IT Consulting
Funding Track Record
Series B- 2019-11-04
15000000
Company announced $15M Series B
Series C- 2024-02-07
20000000
Company announced $20M Series C
Investor Signal
βContinued participation from institutional investors including Atlantic Bridge, Crosslink Capital and Uncork Capital; Series C led by NewVale Capitalβ
Founders
What we do
Join the Team
Customer Support Tier 1 - APAC (11 pm - 8 am)
HybridBarcelona, Catalonia, ES
Hybrid β’ Barcelona, Catalonia, ES
Who we are
Aizon
is a software-as-a-service provider that transforms manufacturing operations in life science industries using advanced analytics and artificial intelligence.
Following our recent Series C round of growth funding, we are looking for ambitious new team members motivated to directly impact our future growth and success as we launch what we consider βAizon 3.0β.
Aizon is helping pharma manufacturers and CDMOs make better decisions in GMP operations.
What makes us different from other manufacturing platforms?
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We help operations leaders and engineers avoid endless cycles of chasing data in disparate and heavy-handed systems and rapidly understand how to run their manufacturing processes better
Weβre solving multiple problems in GMP operations that cost manufacturers millions yearly while accelerating their digital maturity journey. One of our unique capabilities is the ability to operationalize the use of predictive AI models in real-time without a big data science staff
Weβre backed by both industry and software investor firms like NewVale Capital, Atlantic Bridge, Danaher, Honeywell, CrossLink, and UnCork, with solid industry and technology expertise
Our
mission
is to improve global health by optimizing how medicines are manufactured so that pharma and biotech companies can provide patients worldwide with the right medicine at the right time and price.
Join us if you are motivated to directly impact our company's success and growth path forward and, more importantly, by positively contributing to the life science industry and deserving patients worldwide.
The position
The Tier 1 Support Agent at Aizon is the first point of contact for customers, providing high-quality, white-glove support to ensure the best possible customer experience.
Report to:
Director of Customer Support.
The team operates 24x7, including Public Holidays. This role involves responding to inquiries and troubleshooting technical issues, all while maintaining a focus on achieving top-tier customer satisfaction.
The agent will also document interactions, contribute to our user manual and internal documentation, and escalate more complex issues as needed.
The ideal candidate has a strong customer service background, technical aptitude, and a dedication to continuous learning.
Rotation Shift
The shift runs from 11:00 PM to 8:00 AM and follows a rotating schedule:
Week 1: Tuesday, Wednesday, Thursday, and Friday (4 days)
Respond to customer inquiries via email in a timely and professional manner
Provide troubleshooting and technical assistance to resolve common issues related to our software
Ensure that all customer interactions and ticket resolutions meet Aizonβs Service Level Agreements (SLAs)
Go above and beyond in assisting customers, ensuring that their issues are resolved thoroughly and that they feel valued and supported
Strive to obtain the best possible customer satisfaction scores by focusing on delivering a white-glove support experience
Escalate complex issues to Tier 2 or specialized teams when necessary
Log and document customer interactions and issues in our ticketing system
Ensure accurate categorization and prioritization of support tickets
Identify common customer issues and contribute to the development and updating of our user manual, and suggest improvements to internal documentation based on customer feedback
Gather and document customer feedback regarding the softwareβs performance, features, and user experience, sharing the feedback with our product and development teams to help drive improvements
Monitor system alerts and proactively reach out to customers who might be affected by known issues or outages
Support quality control efforts by contributing to regression and exploratory testing to help identify issues before releases
Collaborate with customers to create and refine recipes that align with their specific use cases and production needs
Ensure customers are informed about maintenance schedules and software updates
Knowledge And Experience
3+ years of experience in a technical support environment
Experience working with ticketing systems and managing workflows to meet critical SLAs
Experience working in a team-oriented environment, with the ability to escalate and collaborate with higher-tier support teams
Basic understanding of software applications, cloud technologies, and SaaS platforms
Familiarity with common operating systems (Windows, macOS, Linux) and web browsers
Ability to troubleshoot common connectivity, performance, and configuration issues
Experience supporting technical users or enterprise customers, ideally in regulated environments (e.g., pharma, manufacturing)
Familiarity with ITIL processes or structured support methodologies
Previous experience with tools such as Jira Service Management, Zendesk, or ServiceNow
Experience reading and interpreting technical documentation, logs, or simple API responses (e.g., JSON)
Contributions to knowledge bases or internal documentation are a plus
Skills
Proficient in English (C-level), both written and verbal
Strong communication skills, with the ability to explain technical concepts to non-technical users
Skilled at diagnosing and troubleshooting basic technical issues, with a clear understanding of common customer-facing software problems and how to resolve them
Capable of managing multiple customer requests simultaneously while prioritizing tasks effectively
Quick to learn and adapt to new software tools and internal systems
Active contributor in team discussions and collaborative problem-solving
Motivated to stay informed on product updates, new features, and relevant industry trends
Receptive to continuous training and professional development
What We Offer
πΌ Unique opportunity to join our company as it scales with excellent market traction and huge potential to grow globally
π° Competitive Salary (according To Your Experience/skills)
π Equity, bonuses, and generous stock options
β° Flexible schedule - Intensive Fridays
π£οΈ Language one-to-one training courses
π₯ Competitive healthcare plans and benefits - Medical & Dental Insurance
π Internal training and certifications plan
π Flexible Remuneration Options
ποΈ Career plan and scheduled salary reviews
π Monthly team-building activities
π» Top-notch "tech pack" β We are Mac lovers!
π An open and collaborative work environment with a young and dynamic team and a very international culture
π‘ An opportunity for personal and professional growth, supported by stellar investors and the exciting challenges that come with joining a company at the start of its growth trajectory
Join our team and significantly impact our company's growth and success as we shake the pharmaceutical manufacturing industry. Apply now and be part of our journey to transform the way pharmaceutical companies operate.
We are dedicated to maintaining an inclusive workplace in which all employees are treated with respect and are able to contribute meaningfully to society. Our organization brings together professionals from diverse backgrounds, representing more than 28 nationalities, and we take pride in being an equal-opportunity employer.Employment decisions are based exclusively on qualifications, merit, and business requirements. Applicants who require assistance or accommodation due to a disability may contact us atjobs@aizon.ai.
