AI Product Support Engineer — Learn, Certify, Impact

KeyMark, Inc.; Northern (KY); Hybrid; USD 52,000 - 70,000; Full time

Job summary

KeyMark, Inc. is seeking self-motivated individuals to join our Support Engineering Team to become experts on KeyMark software and solutions. You will learn the software, obtain industry certifications, and deliver direct technical support to customers.

You will receive comprehensive product training, work on upgrades, and troubleshoot a wide range of issues including AI-based product aspects. Prior helpdesk experience is beneficial but not required.

Qualifications

• Bachelor's degree in computer science, computer information systems, computer engineering, MIS, or IT, or equivalent working experience.
• Knowledge of AI concepts and tools preferred for supporting AI-based products.
• Strong verbal and written communication skills with customers and teams.
• Ability to document issues, troubleshooting steps, and resolutions clearly.
• Basic understanding of Windows Server, Active Directory, IIS, and SQL Server.

Responsibilities

• Deliver direct technical support to customers.
• Provide remote assistance to customers during product upgrades.
• Manage customer escalations to timely completion and assist root cause analysis.
• Apply troubleshooting techniques to solve complex problems.
• Document customer interactions in the tracking system.
• Debug, update, and rewrite code as part of upgrades (10% of time).
• Build cooperative relationships with partner support teams.
• Participate in after-hours/on-call rotation.

Skills

AI concepts

Communication skills

Documentation skills

Troubleshooting

C#, C++, JavaScript

HTML

Education

BS in CS/CIS/CE/MIS or IT

Tools

Windows Server

Active Directory

IIS

SQL Server

Job description

KeyMark, Inc. is seeking self-motivated individuals to join our Support Engineering Team to become experts on KeyMark software and solutions. You will learn the software, obtain industry certifications, and deliver direct technical support to customers.

You will receive comprehensive product training, work on upgrades, and troubleshoot a wide range of issues including AI-based product aspects. Prior helpdesk experience is beneficial but not required.