AI Support Engineer
Aspire Software
full-time
Posted on:
Location Type: Hybrid
Location: White Plains • New York • United States
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Salary
💰 $70,000 - $80,000 per year
About the role
- Own the performance of WeSuite Walt, our support bot, as a product responsibility — not a side task
- Design, build, and iterate on agent resolution flows for defined ticket categories
- Identify ticket classes suitable for full or partial autonomous resolution and drive them to automation
- Prompt engineer and tune agent responses against real ticket data, measuring accuracy and resolution rate
- Establish and close feedback loops: when an agent fails, diagnose why, fix the underlying gap, and retest
- Continuously expand the scope of what agents can resolve without human intervention
- Work a meaningful volume of real tickets as a core part of the role — this is how client understanding and product knowledge are built and kept current
- Treat every ticket as a data point: does the agent know how to handle this? If not, why not, and what needs to change?
- Develop expert-level fluency in WeSuite's platform, common failure modes, and client use patterns to translate that knowledge into agent-ready content and logic
- Collaborate with QA and Product Management to stay ahead of platform changes that affect agent accuracy
- Own and manage the Knowledge Base as a living system agents draw from — not a static document library
- Use AI tools (Gemini, Scribe, etc.) to accelerate article creation while owning the quality and structure of what gets published
- Ensure Knowledge Base architecture supports agent retrieval — structure, tagging, and coverage matter as much as content quality
- Handle escalations that agents cannot resolve, using Devin AI to structure and analyze code defects before Development handoff
- Collaborate with QA to validate resolution before new releases
- Actively work to reduce the escalation rate over time by feeding learnings back into agent workflows
- Track and own agent performance metrics as the primary measure of role success
- Report on automation coverage, deflection rate trends, and resolution quality alongside traditional support KPIs
- Bring a continuous improvement mindset to both the agent layer and your own direct support work
Requirements
- 3–5 years of SaaS customer support experience, preferably in an enterprise environment
- Demonstrated experience building or improving AI agents, chatbots, or automated support workflows — not just using AI tools passively
- Strong prompt engineering instincts and comfort working iteratively with LLM-based tools
- Hands-on Zendesk experience including workflow configuration and reporting
- Ability to develop deep product knowledge quickly and translate it into structured, agent-usable content
- Strong written communication skills — clarity of thought directly impacts agent quality
- Comfort operating in a metrics-driven environment with ownership over outcomes, not just activities
Benefits
- Competitive Offer
- Health, dental, vision, PTO, and more
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
prompt engineeringAI agentschatbotsautomated support workflowsZendeskworkflow configurationreportingagent performance metricsautomation coverageresolution quality
Soft Skills
strong written communicationclarity of thoughtcontinuous improvement mindsetcollaborationdiagnostic skillsclient understandingproduct knowledgemetrics-driven mindsetownership over outcomesproblem-solving