Customer Support Engineer (AI-Native)

Position Overview

Runs the HelpDesk agents on a day-to-day basis and steps in when human intervention is needed. Handles escalated tickets that the HelpDesk agent cannot resolve — complex technical issues, sensitive customer situations, and cases requiring judgment that AI cannot reliably provide. Provides feedback to the Head of Customer Support on agent performance and improvement opportunities.

Key Responsibilities

Day-to-Day Agent Operations

• Operate HelpDesk agents for day-to-day customer support

• Monitor agent performance and ticket queue health

• Ensure agent responses meet quality standards defined by Head of Customer Support

Human Escalation

• Handle escalated tickets requiring human judgment or technical expertise

• Resolve complex technical issues that require product knowledge beyond agent capabilities

• Manage sensitive customer situations with empathy and professionalism

• Ensure customer satisfaction for escalated cases

Agent Improvement Feedback

• Provide feedback on HelpDesk agent performance and quality to Head of Customer Support

• Identify patterns in escalations that indicate agent skill gaps

• Suggest agent skill improvements based on recurring escalation types

• Collaborate with Product Engineers when support issues indicate product defects

Required: 

Core

• SQL (Advanced)
• REST APIs (Postman / curl)
• AI tooling (Claude, ChatGPT, prompt engineering)
• SAML / SSO / SCIM

• Python or JavaScript basics
• Git basics
• MCP awareness