AI Implementation & Support Engineer

This is a remote position.

As an AI Implementation & Support Engineer you will be the primary technical partner for the customers. You arent just a troubleshooter; you are the bridge between our cutting-edge AI platform and the real-world business problems our clients face.

You will lead the charge in onboarding new customers ensuring the system is configured for success and provide ongoing high-level technical support to ensure users get maximum value from the platform.

Key Responsibilities

• Implementation & Onboarding: Lead technical integration for new clients translating their business requirements into platform configurations.
  

• Technical Troubleshooting: Diagnose and resolve complex issues related to performance integrations and system configurations.
  

• Customer Advocacy: Act as the voice of the customer identifying recurring bugs and suggesting feature enhancements.
  

• Strategic Support: Provide high-touch support for existing clients utilising AI-guided tools to accelerate resolutions while maintaining a human empathetic touch.
  

• The Human Bridge: Translate technical concepts into business-friendly language for stakeholders.
  

• Issue Management: Document and escalate critical bugs to engineering while managing customer expectations throughout the fix lifecycle.
  

The Ideal Profile

• Technical DNA: Proficiency in system troubleshooting analysis of large data volumes and basic scripting.
  
• AI Literacy: Understanding of ML fundamentals AI engineering and data workflows.
  
• Business Acumen: Ability to understand a clients ROI goals and align the system to meet them.
  
• Communication: Exceptional ability to explain complex system behaviours into clear actionable insights for business users.
  
• Mindset: A proactive fixer who doesnt just close tickets but solves underlying problems.
  
  

Preferred Qualifications

• 3 years in a technical support implementation or solutions engineering role (SaaS experience preferred).
  

• Experience working with AI/ML platforms or data-heavy enterprise software.
  

• Familiarity with debugging tools (browser dev tools log aggregators).
  

• Ability to thrive in a fast-paced build-as-you-go environment.