AI-Driven Support Engineer

Resumonk; United States; Remote; USD 49,000 - 67,000; Full time

Job summary

Elation in Canada - Remote is hiring a Support Engineer to anchor the shift toward AI-assisted customer care. You will trace tickets to code lines, ship fixes, and partner with senior engineers on complex cases, bringing empathy, judgment, and the ability to influence product roadmaps.

We value experimentation, storytelling with data, and a portfolio of automated solutions. If you enjoy turning problems into reusable patterns and teaching others, this role offers growth through hands-on AI work

Qualifications

• 1–5+ years of experience in Engineering, data analytics, or AI/automation tinkering in any field — OR a degree in Computer Science, Engineering, or a related technical field, plus real experience talking to people under pressure (support, hospitality, retail, service, resident advising)
• Comfortable enough with code to experiment : you've written scripts, touched an API, or built something in Python, SQL, or JavaScript — even if it was just for a class project , team project or yourself
• A concrete portfolio of things you've built or shipped: prompt-engineered systems, dashboards, automations, class or personal projects — with evidence of outcomes
• Strong customer-facing communication and trust-building skills
• Pattern recognition and synthesis muscle
• AI-native default. Reaches for AI tools first, treats ambiguity as the work rather than a blocker, and wants to learn how to configure and supervise these systems — not just use them
• A deep desire to drive results for our customers, with high ownership over the outcomes you own
• Curiosity and natural problem-solving instincts
• An instinct to raise the bar for the teammates around you — teaching others to build and synthesize, not just modeling it yourself

Responsibilities

• Synthesize and share customer insights. Surface patterns from your cases in weekly and monthly reports, participate in Product and Engineering discussions with what you're learning, and mentor Support Team members on AI workflows, scripting, and SQL queries
• Use Good Judgment to Solve Cases. Own customer escalations with cases that genuinely require seasoned judgment, the ones AI can’t safely close. Build and protect customer trust in moments that matter
• Build and own AI quality. Configure AI within Elation's stack (intents, knowledge sources, escalation rules), build lightweight external automations and scripts, and own the quality of AI outputs in your domain

Skills

Engineering

Data analytics

AI/automation tinkering

Python

SQL

JavaScript

Customer-facing communication

Problem solving

Ownership

Education

Bachelor's degree in Computer Science, Engineering, or related technical field

Tools

Python

SQL

JavaScript

Job description

Elation in Canada - Remote is hiring a Support Engineer to anchor the shift toward AI-assisted customer care. You will trace tickets to code lines, ship fixes, and partner with senior engineers on complex cases, bringing empathy, judgment, and the ability to influence product roadmaps.

We value experimentation, storytelling with data, and a portfolio of automated solutions. If you enjoy turning problems into reusable patterns and teaching others, this role offers growth through hands-on AI work