AI-Powered Customer Experience Engineer

Vyro; Islamabad; On-site; PKR 1,800,000 - 2,400,000; Full time

Job summary

ImagineArt in Islamabad is hiring a Customer Experience Engineer to own the user support journey end-to-end. You will know the product deeply, understand model behavior, and fix root causes across integrations, billing, and deployments.

You will communicate clearly, build scalable support, and help maintain satisfaction for a global user base. You will sit between users, product, and engineering, shaping the voice of the customer.

Qualifications

• 4+ years in technical support, support engineering, solutions, or customer success at a SaaS or AI product.
• Deep technical reading of logs, APIs, and traces; familiarity with REST APIs, OAuth, and webhooks.
• Hands-on use of generative AI; understanding model behavior and failure modes.
• Experience managing customer relationships including escalations and high-stakes customers.
• Excellent written English; ability to explain complex issues concisely.

Responsibilities

• Own complex support cases end-to-end, resolving failed generations and integration issues.
• Reproduce, diagnose, and hand over clear steps, logs, and context to engineering.
• Build scalable support with AI-assisted and self-serve options, plus well-structured help content.
• Set severity levels and response targets to protect business campaigns.
• Act as voice of the customer with weekly issue and churn reporting.
• Learn new models, write docs and known-issues notes, and prepare Q&A for inquiries.
• Assist power users, creators, and businesses with proactive onboarding and fast results.
• Turn happy users into ambassadors and feed insights into community programs.
• Handle cancellations, refunds, and failed payments; flag patterns causing churn.
• As we scale, hire and lead teams across time zones and languages.

Skills

Technical support

REST APIs

OAuth & webhooks

SQL & scripting (Python/JS)

Excellent written English

Education

Computer science degree

Tools

Intercom

Zendesk

Freshdesk

Job description

ImagineArt in Islamabad is hiring a Customer Experience Engineer to own the user support journey end-to-end. You will know the product deeply, understand model behavior, and fix root causes across integrations, billing, and deployments.

You will communicate clearly, build scalable support, and help maintain satisfaction for a global user base. You will sit between users, product, and engineering, shaping the voice of the customer.