AI Tech Support Specialist for SaaS & AI Workflows

Broccoli; Lehi (UT); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Broccoli in Lehi, UT is hiring an AI Tech Support specialist to help customers adopt and operate our AI teammates in their daily business. You will troubleshoot complex issues, work with engineering and product, and help shape support as we scale.

This role runs 5:00 AM – 2:00 PM MT and requires clear communication with customers and internal teams. You'll resolve issues across product workflows, analyze logs with SQL and internal tools, and contribute to improving processes and documentation

Qualifications

• 3+ years of experience in technical support or similar customer-facing technical role.
• Strong troubleshooting instincts and the ability to work through ambiguous technical issues.
• Experience reading logs, investigating system behavior, and using ticketing/support tools like Zendesk or similar.
• Comfort working directly with customers and managing communication throughout issue resolution.
• Interest in AI products and enthusiasm for working in a fast-moving environment where AI is central to the product and day-to-day work.
• Strong judgment, ownership, and willingness to learn quickly.
• Education is not a major factor; we care more about relevant experience and capability.

Responsibilities

• Resolve customer issues across product, workflow, and technical support queues
• Troubleshoot deeply using logs, internal tools, SQL, and other debugging workflows
• Investigate issues related to AI agents, call flows, messaging, booking workflows, and platform integrations
• Partner with Engineering and Product to elevate bugs, document patterns, and close feedback loops
• Communicate clearly with customers and internal teams about issues, expectations, and resolutions
• Help define and improve support processes, documentation, and quality standards as the team grows
• Support a wide range of customers, from SMB operators to larger enterprise accounts
• Contribute to a strong customer experience while balancing speed, quality, and technical rigor

Skills

Technical troubleshooting

Customer communication

Log analysis

Ambiguity tolerance

Ownership

AI interest

Tools

Zendesk

SQL

APIs

JavaScript

Job description

Broccoli in Lehi, UT is hiring an AI Tech Support specialist to help customers adopt and operate our AI teammates in their daily business. You will troubleshoot complex issues, work with engineering and product, and help shape support as we scale.

This role runs 5:00 AM – 2:00 PM MT and requires clear communication with customers and internal teams. You'll resolve issues across product workflows, analyze logs with SQL and internal tools, and contribute to improving processes and documentation