AI Technical Support Engineer

Private Advertiser; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Private Advertiser is seeking a client-facing AI Support Specialist to resolve high-tier technical challenges across our AI platform. You will bridge enterprise clients and product engineering, investigating issues, applying code-level fixes, and guiding users toward quick resolutions via tickets and live calls.

This role requires Linux administration, Python scripting, and a strong grasp of the AI/ML lifecycle, with excellent English communication for client-facing work.

Qualifications

• Bachelor's degree in CS/DS/Engineering or related field.
• 2+ years supporting enterprise clients on complex software platforms.
• Proven Linux administration, log analysis, and network diagnostics.
• Ability to analyze code bases and write Python scripts for automation.
• Solid understanding of the AI/ML lifecycle and modern frameworks.
• Excellent written and spoken English for client-facing work.

Responsibilities

• Client Issue Resolution: diagnose and resolve complex inquiries via Salesforce, email, and live sessions.
• Incident Management: participate in on-call schedules and communicate during SaaS disruptions.
• Engineering Escalations: collaborate with data scientists, PMs, and developers to fix edge cases.
• Solutions & Documentation: create workarounds and knowledge-base guides.
• Support Automation: help build internal tooling to optimize workflows.

Skills

Python scripting

Client communication

Linux administration

Log analysis

Issue replication

SaaS support

Education

Bachelor's degree in Computer Science, Data Science, Engineering

Tools

Salesforce Service Cloud

Docker

Kubernetes

AWS

Azure

GCP

SQL/NoSQL

Job description

Role Overview

We are seeking an client-facing AI Support Specialist to resolve high-tier technical challenges across our AI platform. In this position, you will serve as the core link between enterprise clients and internal product engineering—investigating issues, executing code-level fixes, and guiding users toward quick resolutions through tickets and live calls.

Key Responsibilities

• Client Issue Resolution: Diagnose and resolve complex technical inquiries submitted via Salesforce ServiceCloud, email, and live video sessions during UTC coverage hours.

• Incident Management: Participate in the weekend Sev-1 on-call schedule and manage client communications during critical SaaS service disruptions.

• Engineering Escalations: Work side-by-side with data scientists, product managers, and developers to isolate edge cases and implement lasting bug fixes.

• Solutions & Documentation: Develop technical workarounds for unique edge cases and author knowledge-base guides to streamline future troubleshooting.

• Support Automation: Contribute to internal tooling and automation scripts aimed at optimizing support workflows and response speeds.

Requirements

• Education: Bachelor's degree in Computer Science, Data Science, Engineering, or relevant technical experience.

• Enterprise Support: 2+ years assisting enterprise clients on complex software platforms, including practical experience with ticketing systems (Salesforce ServiceCloud preferred).

• Systems & OS: Proven track record in Linux administration, log analysis, and enterprise network diagnostics.

• Programming: Practical ability to analyze code bases and write Python scripts for workflow automation and issue replication.

• AI/ML Concepts: Functional knowledge of the end-to-end Machine Learning lifecycle and modern AI frameworks.

• Communication: Stellar written and spoken English communication skills for client-facing and internal coordination.

Preferred Qualifications

• Background supporting enterprise AI, Data Analytics, or ML platforms.

• Familiarity with containerized applications (Docker, Kubernetes).

• Exposure to cloud infrastructure (AWS, Azure, GCP) and database management (SQL/NoSQL).

• Previous experience managing critical incidents for SaaS applications.