CX Automation Engineer: AI-Driven Support & Onboarding

Awardspring; Chicago (IL); Hybride; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Vision insurance

401(k) match

Unlimited PTO

Paid parental leave

Résumé du poste

AwardSpring, an AI-native SaaS platform for scholarships and donor management, is seeking a Customer Experience Engineer to shorten the path from problem to solution. You’ll run self-serve support, maintain docs, and drive onboarding data pipelines.

You’ll tackle escalations, build repeatable fixes, and create tools to automate repetitive tasks for CX teams. The role reports to the Chief AI Officer with a dotted line to the Director of Customer Experience, is hybrid in Chicago, and emphasizes

Qualifications

• You work with Claude Code, Codex or similar every day, and your agentic process is robust enough that you don't need to read the code you ship.
• You debug in steps. You reproduce it, read the logs, check the network tab, and find the cause before you reply.
• You write documentation people actually use, and you notice an out‑of‑date help article before a customer does.
• A customer's messy spreadsheet doesn't scare you. You can map someone else's data into our schema and prove it landed right.
• You can explain a technical problem to a stressed financial aid director without making them feel foolish.
• You fix things for good. When you see the same issue twice, you build what stops the third.
• Support, implementation, solutions or engineering backgrounds all work. We care about what you've built, not where you trained.

Responsabilités

• Run our support agents. Read the conversations they get wrong, fix the answer or the documentation behind it, and widen what they can resolve on their own.
• Keep the documentation current with every release.
• Take the technical escalations that get past the agents and our support team. Find the cause, fix it or hand engineering a bug report they can act on in one read, and walk the customer through it.
• When you see the same issue twice, build what stops the third.
• Own the data side of onboarding: map, clean, load and verify each new customer's data, and get their sign-off.
• Build the onboarding pipeline so each migration takes fewer human steps than the last.
• Build tools that remove the repetitive parts of the work for Support Reps and Onboarding Specialists.

Description du poste

AwardSpring, an AI-native SaaS platform for scholarships and donor management, is seeking a Customer Experience Engineer to shorten the path from problem to solution. You’ll run self-serve support, maintain docs, and drive onboarding data pipelines.

You’ll tackle escalations, build repeatable fixes, and create tools to automate repetitive tasks for CX teams. The role reports to the Chief AI Officer with a dotted line to the Director of Customer Experience, is hybrid in Chicago, and emphasizes