AI Technical Support Engineer – (SaaS) – Remote/US hours

AI Technical Support Engineer – SaaS – Remote/US hours
Day rate: £400 – £500 (inside IR35)
Duration: 6 months
Start: Now

My client is looking for an experienced Technical Support Engineer to join our team, to provide exceptional technical support for the range of AI services. This role requires a proactive individual with a strong technical background, natural curiosity and experience in setting up a support function and team within an organisation.

Must: Most of the team are based in the USA. We need someone who can work flexible hours, potentially 12:00 – 20:00 to cover US.

Key Responsibilities:

1. Provide technical support for their AI services, ensuring timely resolution of customer issues.
2. Diagnose and troubleshoot issues with their AI services, providing resolutions and translating responses for the correct audience.
3. Collaborate with various cross-functional teams, including development, product management, and then with the various product teams, to resolve complex technical issues.
4. Develop and maintain comprehensive documentation for support processes, troubleshooting guides, and FAQs.
5. Help and continue the work in setting up and managing a robust support function, including the implementation of support tools, systems & processes.
6. Train and mentor junior support staff.
7. Monitor and analyse issues and metrics to identify problems and areas for improvement.
8. Ensure customer satisfaction by providing exceptional service and maintaining strong relationships with support and product teams.

Qualifications:

1. Bachelor’s degree in Computer Science, Information Technology, or a related field.
2. Proven experience as a Technical Support Engineer or similar role, preferably within a large organisation.
3. Excellent problem-solving and analytical skills.
4. Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
5. Ability to work independently and as part of a cross-team function in a fast-paced environment.
6. Customer-focused mindset with a commitment to delivering high-quality support.
7. Familiarity with support ticketing systems.
8. Familiarity with logging tools.
9. Skills with Database queries.
10. Understanding of code and code management systems.

Preferred Qualifications:

1. Experience with AI services and technologies.
2. Experience in setting up and managing support functions, including the implementation of support tools and systems.
3. Strong technical skills, including knowledge of AI technologies, software development, and complex troubleshooting.
4. Certifications in relevant technologies or support methodologies.

*Rates depend on experience and client requirements

Job Information