AI-First Customer Experience Engineer

ImagineArt; Islamabad; On-site; PKR 300,000 - 540,000; Full time

Job summary

ImagineArt is seeking a Customer Experience Engineer in Islamabad to own user support end-to-end, deeply understanding the product, model behaviors, and integrations. You’ll diagnose issues, document steps, and work with engineers to fix root causes while ensuring a fast, empathetic experience for millions of users.

You will bridge users, product, and engineering, focusing on proactive onboarding, quick resolutions, and empowering power users, creators, and businesses to achieve results.

Qualifications

• 4+ years in technical support, support engineering, solutions, or customer success at a SaaS, developer, or AI product.
• Real technical depth. You read browser dev tools, network calls, and error traces; you understand REST APIs, OAuth, and webhooks; you write SQL and simple scripts in Python or JavaScript to investigate and automate.
• Daily, hands-on use of generative AI. You know how image, video, and language models differ, how prompting shapes output, and why a result fails.
• Experience owning customer relationships: escalations, hard conversations, and high-stakes users, handled with calm judgment.
• Excellent written English. You can explain a complex technical cause in three plain sentences to someone who has never heard of it.
• Hands-on with support tooling such as Intercom, Zendesk, or Freshdesk: help centers, macros, automations, and AI agents.
• Product sense. You see the one cause behind twenty tickets and push for the fix upstream.
• Ownership and urgency. When something breaks for users in another time zone, you treat it as yours.

Responsibilities

• Solve the hardest cases yourself: failed or poor generations, agent runs that stall, integrations that won't connect, deployed sites that break, and billing, trial, and subscription problems.
• Reproduce and diagnose bugs, then hand engineering everything it needs: steps, logs, model and account context, severity, and how many users it hits.
• Build support that works for millions of users: AI-first chat and self-serve, a help center, macros, routing, and escalation paths that scale faster than headcount.
• Set severity tiers and response targets, so a business blocked mid-campaign gets a different path than a how-to question.
• Be the voice of the customer inside the company: a weekly readout of top issues, feature requests, and churn reasons, with the numbers to rank them.
• Learn new models and features before they launch, write the docs and known-issues notes, and prepare answers for the questions that follow.
• Look after power users, creators, and businesses: proactive onboarding, check-ins, and the fastest path to results.
• Turn happy users into ambassadors: find advocates, collect their use cases and testimonials, and bring them into community and referral programs.
• Protect retention: handle cancellation, refund, and failed-payment conversations, and flag the patterns that make people leave.
• As we grow, hire and lead the people or partners who extend this across time zones and languages.

Skills

Technical support

REST APIs

SQL

Python/JS

English writing

Support tooling

Product sense

Ownership

Education

CS degree or software engineering background

Tools

Intercom

Zendesk

Freshdesk

Job description

ImagineArt is seeking a Customer Experience Engineer in Islamabad to own user support end-to-end, deeply understanding the product, model behaviors, and integrations. You’ll diagnose issues, document steps, and work with engineers to fix root causes while ensuring a fast, empathetic experience for millions of users.

You will bridge users, product, and engineering, focusing on proactive onboarding, quick resolutions, and empowering power users, creators, and businesses to achieve results.