AI-Driven Technical Support Specialist

Alloy; Washington (District of Columbia); On-site; USD 60,000 - 90,000; Full time

Job summary

the company.ai is seeking a Customer Support Specialist to lead Tier 2/3 support, diagnose complex data issues, and deliver durable fixes. You will help train Lens, expand self-serve content, and ensure scalable support for a growing customer base.

You will work closely with engineering and data operations to reduce recurring tickets and improve customer satisfaction while leveraging AI tools to speed investigations and improve responses.

Qualifications

• Two or more years in a technical support, solutions or data role.
• Experience using AI tools to accelerate technical investigation.
• Ability to explain complex technical issues to both technical and non-technical audiences.

Responsibilities

• Triage inbound tickets and resolve the majority of them.
• Respond to customer queries via the ticketing system in a timely, accurate manner.
• Investigate complex data issues end to end by tracing discrepancies in files and data models to identify root causes.
• Identify recurring issues and drive permanent resolutions with extractor changes or product fixes.
• Use AI tools to speed up investigations, summarize large files, and narrow hypotheses.
• Improve the knowledge base by writing help articles and onboarding material for new users.
• Document retailer-specific data behavior and guide customers on best practices.
• Collaborate cross-functionally to keep product knowledge up to date and share actionable insights.

Skills

Technical support

Data analysis

AI tools

Documentation

Education

Bachelor's or associate's degree in technical field

Tools

Claude

ChatGPT

Gemini

Copilot

Job description

the company.ai is seeking a Customer Support Specialist to lead Tier 2/3 support, diagnose complex data issues, and deliver durable fixes. You will help train Lens, expand self-serve content, and ensure scalable support for a growing customer base.

You will work closely with engineering and data operations to reduce recurring tickets and improve customer satisfaction while leveraging AI tools to speed investigations and improve responses.