AI Implementation & Support Engineer

Role Summary

This is a remote position.

You’ll be at the forefront of the AI revolution, working with a product that is actively changing how businesses operate.

As an AI Implementation & Support Engineer, you will be the primary technical partner for the customers. You aren't 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.

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 client's ROI goals and align the system to meet them.
• Communication: Exceptional ability to explaincomplex system behaviours into clear, actionable insights for business users.
• Mindset: A proactive "fixer" who doesn't just close tickets but solves underlying problems.

Requirements

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.