Are you ready to break free from the monotony of traditional tech support and dive into a world where your expertise truly challenges AI?

CANDIDATE REQUIREMENTS

• At least 3 total years of experience in a technical customer support role.
• Advanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you’ve only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient.
• Currently based in North or South America.

THIS POSITION IS ALSO KNOWN AS:

• Senior Technical Support Engineer
• Senior Customer Support Engineer
• Senior Technical Support Analyst
• Principal Technical Support Engineer
• Escalation Engineer
• Application Support Engineer

WHAT YOU WILL BE DOING

• AI-Augmented Customer Resolutions: Analyze complex tickets escalated by AI systems, apply human expertise to areas where AI falls short, and then close the gap by improving the AI system.

WHAT YOU WILL NOT BE DOING

• Taking two whole months to get up to speed; you will be expected to ramp up on several products within the first month (we are aware this is aggressive).
• Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role.

KEY RESPONSIBILITIES

Lead the integration of human expertise and AI to elevate customer support, focusing on complex issues beyond AI’s current capabilities.