Customer Support Engineer (AI-Native)

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.

• 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

• 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

• 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