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 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.

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 client's 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 doesn't 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.