Customer Support Engineer (AI-Native)

KnowledgeCity; Pakistan; On-site; PKR 1,339,200 - 2,232,000; Full time

Job summary

KnowledgeCity is seeking a HelpDesk Lead to oversee day-to-day agent operations and take ownership of escalated tickets that require advanced technical insight. The role involves guiding agents, ensuring quality responses, and collaborating with product engineers to resolve nuanced customer issues.

Candidates should bring strong SQL, API, and AI tooling capabilities, plus familiarity with identity standards like SAML/SSO. Nice-to-have skills include Python basics and Git fundamentals.

Qualifications

• Must-have expertise in SQL, REST APIs and modern AI tooling for support automation.
• Experience with SAML/SSO/SCIM and identity-related integrations.
• Familiarity with API testing tools and prompt engineering concepts.

Responsibilities

• Run HelpDesk agents day-to-day and guide escalation when needed.
• Handle escalated tickets requiring technical judgment and product knowledge.
• Provide feedback to improve agent performance and identify escalation patterns.

Skills

SQL Advanced

REST APIs

AI tooling

SAML / SSO / SCIM

Python basics

Git basics

MCP awareness

Tools

REST APIs (Postman / curl)

SAML / SSO / SCIM

AI tooling (Claude, ChatGPT, prompt engineering)

Job description

Position Overview

Runs the HelpDesk agents on a day-to-day basis and steps in when human intervention is needed. Handles escalated tickets that the HelpDesk agent cannot resolve — complex technical issues, sensitive customer situations, and cases requiring judgment that AI cannot reliably provide. Provides feedback to the Head of Customer Support on agent performance and improvement opportunities.

Key Responsibilities

Day-to-Day Agent Operations

• Operate HelpDesk agents for day-to-day customer support
• Monitor agent performance and ticket queue health
• Ensure agent responses meet quality standards defined by Head of Customer Support

Human Escalation

• Handle escalated tickets requiring human judgment or technical expertise
• Resolve complex technical issues that require product knowledge beyond agent capabilities
• Manage sensitive customer situations with empathy and professionalism
• Ensure customer satisfaction for escalated cases

Agent Improvement Feedback

• Provide feedback on HelpDesk agent performance and quality to Head of Customer Support
• Identify patterns in escalations that indicate agent skill gaps
• Suggest agent skill improvements based on recurring escalation types
• Collaborate with Product Engineers when support issues indicate product defects

Required

• SQL (Advanced)
• REST APIs (Postman / curl)
• AI tooling (Claude, ChatGPT, prompt engineering)
• SAML / SSO / SCIM

Nice-to-have

• Python or JavaScript basics
• Git basics
• MCP awareness