Technical Support Engineer

In most companies, traditional customer support is often plagued by inefficiency and mediocrity. Support engineers frequently waste time on repetitive tasks or struggle with problems outside their narrow expertise. Data shows that over 60% of tickets get escalated because the first line of defense lacks the skills or knowledge to resolve them.

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
  
  

• Taking two whole months to get up to speed; you will be expected to ramp up one 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
  
  

• Integrate technical human expertise and AI capabilities to deliver exceptional customer support, focusing on complex issues that AI cannot yet fully resolve
  
  

• At least 4 total years of experience in a technical customer support or engineering role
• Advanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if youve only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient