AI Engineer, Support Automation

present of AI; New York (NY); Sur place; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Shipped LLM agents

API/webhook debugging experience

Clear technical writing

Cloud billing awareness

Résumé du poste

PointFive is seeking a candidate to build and run an AI-powered support function that triages, diagnoses, and resolves tickets, with the AI handling first-pass interactions. You’ll measure success, escalate hard cases, and own the end-to-end learning loop in a startup environment.

Ideal candidates ship LLM agents, can wire APIs and webhooks, and write clearly for both customers and engineers. Cloud billing knowledge is a plus as the platform focuses on cost-aware AI tooling.

Qualifications

• Experience shipping AI-assisted support products or features.
• Ability to wire up APIs and webhooks and debug integrations.
• Strong written communication for customers and engineers.

Responsabilités

• Build and run a support function powered by AI, including triage, diagnosis, and resolution of tickets.
• Define metrics and evaluate AI performance, then iterate to improve.
• Own the end-to-end enablement, from data handling to documentation.

Connaissances

LLM agents

API debugging

Webhook debugging

Technical writing

Outils

APIs

Webhooks

Description du poste

This role asks someone to build and run a support function as an AI system, not a ticket queue. A strong candidate has shipped LLM agents or AI tools that real users relied on, can wire up and debug APIs and webhooks, and has built evals to check agent quality before and after launch. Clear writing for both customers and engineers matters, along with the self direction to own a whole function in a startup.

How it fits the AI era

The work is largely about making AI do the first pass of support: triaging, diagnosing and resolving tickets, then measuring how well that goes. What stays human is judgment on hard escalations, deciding what success looks like, and turning messy cases into fixes and documentation. The role sits where AI takes over routine support and people handle the edges and the learning loop.

How it builds AI experience

Someone here would gain hands on practice building agentic support on real enterprise data, including evals, measurement and escalation design. Since the company works on cloud, data and AI token spend, exposure to billing and cost data would deepen that experience. Building this from scratch offers a rare chance to shape how AI support is done end to end.

Worth showing

• Shipped LLM agents
• API and webhook debugging
• Clear technical writing
• Cloud billing knowledge

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About PointFive

An AI platform that finds and automatically fixes wasted cloud, data and AI agent spend before it shows up on the bill.