Customer Support Engineer, IgniteTech (Remote) – $100,000/year USD

In the domain of customer support, companies tend to struggle with the challenge of enhancing service quality while scaling operations efficiently. Industry data underscores a pressing need for rapid response solutions that not only address customer issues effectively but also anticipate needs before they become problems. This dynamic environment demands a fusion of advanced AI capabilities with practical, customer-centric applications. At IgniteTech, we set ourselves apart by leveraging GenAI tools to forge new paths in customer service. Unlike typical industry approaches that focus narrowly on incremental enhancements, our strategy is rooted in substantial, practical innovations that directly impact customer satisfaction and operational efficiency. This radical application of AI technologies translates into faster, more predictive service solutions that are reshaping how businesses interact with their clients. This role is a gateway to pioneering the integration of AI in enhancing service delivery. It diverges from conventional AI positions by focusing intensely on strategic deployment and optimization of AI within support frameworks, rather than broader AI strategy or mere research. Ideal candidates are those who relish the challenge of navigating uncharted technological territories, enjoy the hands-on application of AI tools, and are motivated by measurable impacts on service standards and client retention. Joining our team means becoming part of a visionary group dedicated to transforming the landscape of customer support. We are looking for forward-thinkers eager to lead the development and integration of AI-driven solutions, mentor burgeoning talent in cutting-edge AI applications, and significantly elevate our service capabilities. If you are passionate about making a tangible difference through innovative AI, we encourage you to apply and help shape the future of customer interactions at IgniteTech.   What you will be doing  

• Design and Refine AI tools that are tailored to enhance the customer service experience. This includes creating systems that predict client needs and automate responses, which not only improves response times, but also increases overall customer satisfaction and loyalty.
• Produce detailed reports on the integration of new AI technologies within existing service frameworks. This involves leading the integration process, ensuring compatibility, and making iterative improvements based on performance data and user feedback to optimize service operations.
• Develop and lead educational initiatives such as workshops or training modules for team members. These efforts focus on upskilling the service team in the latest AI technologies and methodologies, fostering an innovative, learning-driven environment within the service department.

  Key Responsibilities  

• Elevate IgniteTech's service standards, positively affecting business growth and client retention.

  Candidate Requirements  

• Advanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you've only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient
• At least 3 years of experience in B2B software support in a technical capacity (this role requires advanced coding skills)