Specialty
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The role
The company's User Operations team is hiring an AI Support Engineer for a Toronto-based weekend-shift role. You would resolve complex technical issues for customers on the company's products through tickets and live calls, and help automate support work.
What you will do
- Troubleshoot customer problems such as API failures, integration issues, authentication errors and production incidents
- Debug logs, reproduce issues and give end-to-end guidance
- Act as an escalation point, working with Engineering to resolve and prevent recurring problems
- Turn lessons from customer issues into scalable solutions with Product and Go-To-Market teams
- Find chances to automate work with scripting and AI-powered workflows
- Provide occasional holiday and weekend on-call coverage
What they ask for
- 8+ years in User Operations, Engineering, Support Engineering or similar technical roles
- Comfort scripting in Python and using tools such as Codex, ChatGPT or the the company API to automate tasks
- Expert SaaS troubleshooting skills and fast learning of new technology
- Calm, polished communication with enterprise customers on live incident calls
- Standard 5x8 work week with one weekend day, such as Tuesday to Saturday
- Bachelor's degree in a technical field or equivalent experience
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