AI Support Automation Engineer — End-to-End Customer Solutions

PointFive; United States; Hybrid; USD 120,000 - 195,000; Full time

Benefits offered by this job

Health, dental, vision

Equity

Generous PTO

401K

Meal & commuter benefits

Job summary

PointFive in New York City is seeking its first AI Engineer, Support Automation. This hybrid role owns the end-to-end automation to triage, diagnose, and resolve enterprise customer issues by building an agentic solution that scales with our growing client base.

You’ll define success metrics, oversee escalations to Engineering, convert solved tickets into self-serve docs, and feed support trends back into the product roadmap to shape the future of AI-assisted cloud spend.

Qualifications

• Shipped AI agents or LLM-powered tools with real users.
• Hands-on API, webhook, and data source debugging.
• Developed evals to measure agent quality before/after shipping.
• Clear, concise writing for customers and engineers.
• Thrives in a startup environment: adaptable and self-directed.

Responsibilities

• Design and build agentic solution to resolve customer tickets end to end.
• Define success metrics and build measurement layer.
• Handle escalations and train system to self-resolve.
• Collaborate with Engineering and Product on recurring issues.
• Create self-serve docs from resolved tickets.
• Feed support trends into the product roadmap.

Skills

AI agents shipped

API integration

Issue diagnosis

Technical writing

Startup adaptability

Tools

Pylon

Intercom Fin

Zendesk AI

Job description

PointFive in New York City is seeking its first AI Engineer, Support Automation. This hybrid role owns the end-to-end automation to triage, diagnose, and resolve enterprise customer issues by building an agentic solution that scales with our growing client base.

You’ll define success metrics, oversee escalations to Engineering, convert solved tickets into self-serve docs, and feed support trends back into the product roadmap to shape the future of AI-assisted cloud spend.