AI Technical Support Analyst, Customer Success (internal Candidates Only)

Technical Support Specialist

This position will use their technical skillset to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner, while also supporting the implementation and maintenance of our AI-powered support tools. You will be responsible for working with different systems, software, and hardware, managing our Zendesk AI and Poly AI platforms, and following standard procedures to escalate unresolved issues to appropriate internal departments. This is a perfect position for someone wanting to learn, contribute and have a direct path to an IT, Product, or Development role.

What to expect from the role

• Work experience with different systems, software, and hardware.
• Hands-on experience with AI-powered customer support technologies including Zendesk AI and Poly AI.
• Opportunity to work on IT and AI implementation projects.
• Exposure and career path to IT, product, development, and AI operations.
• Work in collaboration with multiple teams including LSS (Logistics Support Services).
• Guided by experts and professionals in the field and learn on the job.

Responsibilities

• Take ownership of stakeholder issues and see problems through to resolution in a timely manner.
• Use technical background and tools to research, diagnose, troubleshoot and build solutions to resolve customer issues.
• Support the implementation, rollout, updating, and maintenance of AI support tools including Zendesk AI and Poly AI platforms.
• Monitor and report on AI tool performance, usage metrics, and effectiveness to stakeholders.
• Collaborate with the LSS team to optimize AI tool utilization and identify opportunities for enhanced automation.
• Serve as a liaison with Zendesk AI and Poly AI vendors for updates, changes, enhancements, and technical support.
• Test and validate AI functionality updates and new features before deployment.
• Create and maintain documentation for AI tool configurations, workflows, and best practices.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Field support calls, chat, email, and/or other communication from and provide friendly, prompt and accurate feedback to both internal and external stakeholders.
• Prepare accurate and timely reports on support metrics and AI tool performance.
• Create and document knowledge in the form of knowledge base tech notes, articles, and SOPs.
• Other related duties as assigned.

Requirements

• BS degree, Bootcamp certificate or equivalent experience in IT or Computer Science preferred.
• Proven working experience in enterprise technical support, IT support or as a technical analyst or engineer.
• Familiarity with reading JavaScript, other programming languages, or structured data (such as JSON).
• Basic understanding of REST APIs.
• Experience with AI-powered customer support platforms (Zendesk AI, Poly AI, or similar tools) preferred.
• Understanding of AI/ML concepts and conversational AI technologies is a plus.
• Experience with SQL querying preferred.
• Exposure to agile methodologies preferred.
• Strong analytical skills with ability to interpret performance metrics and usage data.
• Experience with vendor management and technical coordination preferred.
• Strong problem-solving skills.
• Excellent client-facing skills.
• Excellent communication skills, both written and verbal.
• Comfortable translating technical AI concepts for non-technical stakeholders.

Note: This role falls under Comp Band 3 with the annual base compensation is expected to be between $60,000 to $74,500.