AI Platform Support Specialist

Role Details

Location: Romania
Work Arrangement: Remote
Type of Support: AI Support (Triage Investigate and Resolve Escalations) Optimize Customer Facing AI Systems
Contract Duration: Full-Time Permanent
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: Immediately

About Us

Crescendorepresents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleeps.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact.

Join us at Crescendo and lets build the future of customer experience together.

The Role

Crescendo is hiring an AI Platform Support Specialist to own the reliability and continuous optimisation of our customer facing AI systems that support Crescendos partners.

This role sits at the center of Crescendos AI operations. You will act as the control layer between production AI systems partner environments and internal teams managing escalations diagnosing platform and integration issues and implementing optimisation opportunities identified by Crescendos AI Quality Operations and Partner teams.

Over time this role will evolve into owning a portfolio of partner AI assistants with accountability for ongoing performance reliability and continuous improvement across assigned partner environments.

You will work across live production environments to ensure Crescendos AI platform is stable accurate and continuously improving at scale.

This is not a traditional support role. You will be responsible for diagnosing systemic AI and platform issues coordinating resolution with Product and Engineering teams and introducing safeguards that protect partner customer experience as the platform evolves.

In this role you will collaborate closely with Product Engineering Operations and Partner teams to ensure Crescendos AI systems remain accurate stable and trustworthy at scale.

What Youll Do:

• Monitor production AI systems and partner environments to ensure stable high quality performance
• Act as the first response layer for CX impacting AI incidents and escalations
• Own triage investigation and resolution of AI escalations
• Perform root cause analysis across AI configuration workflows routing logic and platform behavior
• Diagnose platform integration and configuration issues with support CRMs such as Zendesk Gorgias and Salesforce Service Cloud
• Improve AI accuracy and consistency through behavior tuning and configuration updates
• Implement optimisation opportunities identified by Crescendos AI Quality Operations and Partner teams
• Review validate and implement optimisation initiatives related to AI behavior routing workflows and integrations
• Introduce safeguards and validation steps to prevent recurring failures and improve long term reliability
• Periodically perform AI health checks across partner environments to ensure systems are aligned to evolving AI capabilities and best practices
• Identify patterns in AI failure modes and drive long term reliability improvements

• Translate CX impacting AI issues into clear engineering and product work
• Provide detailed documentation root cause summaries and remediation recommendations
• Partner with Product and Engineering to resolve systemic platform issues

• Manage a portfolio of partner AI assistants over time maintaining accountability for performance stability and continuous improvement
• Identify optimisation opportunities specific to partner environments and drive improvement initiatives
• Support long term partner success through proactive AI performance stewardship

• Contribute directly to the evolution of Crescendos AI Support platform and operating model
• Identify recurring issues and improvement opportunities that inform roadmap direction
• Influence safeguards validation frameworks and escalation models as the platform scales

What We Expect From You:

• Three or more years of experience supporting production SaaS platforms or technical systems
• Experience diagnosing configuring and administering support platforms such as Zendesk Gorgias Jira or Salesforce Service Cloud including workflows routing logic and integrations
• Demonstrated ability to partner closely with Product and Engineering teams
• Strong analytical and problem solving abilities
• High ownership mentality and comfort operating in ambiguity
• Zendesk Admin certification or equivalent platform administration experience is desirable

What You Will Get In Return:

• Remote working arrangements
• Competitive base salary
• Generous paid time off
• Attractive benefits package including medical dental and vision options that are applicable per country of residence for all our full-time employees
• Training and professional development opportunities
• Be part of a people-first values-driven organization
• Work with innovative global partners and diverse teams
• A front-row seat to one of the fastest SaaS growth stories of the decade
• The chance to say: I was there from the start.

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

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