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AI Technical Support Engineer - SaaS - Remote/US hours Day rate: £400 - £500 (inside IR35) Duration: 6 months Start: Now
My client is looking for an experienced Technical Support Engineer to join our team, to provide exceptional technical support for the range of AI services. This role requires a proactive individual with a strong technical background, natural curiosity and experience in setting up a support function and team within an organisation.
Must: Most of the team are based in the USA. We need some who can work flexible hours, potentially 12:00 - 20:00 to cover US.
Key Responsibilities:* Provide technical support for their AI services, ensuring timely resolution of customer issues.* Diagnose and troubleshoot issues with their AI services, providing resolutions and translating responses for the correct audience.* Collaborate with various cross-functional teams, including development, product management, and then with the various product teams, to resolve complex technical issues.* Develop and maintain comprehensive documentation for support processes, troubleshooting guides, and FAQs.* Help and continue the work in setting up and managing a robust support function, including the implementation of support tools, systems & processes.* Train and mentor junior support staff.* Monitor and analyse issues and metrics to identify problems and areas for improvement.* Ensure customer satisfaction by providing exceptional service and maintaining strong relationships with support and product teams.
Qualifications:* Bachelor's degree in Computer Science, Information Technology, or a related field.* Proven experience as a Technical Support Engineer or similar role, preferably within a large organisation.* Excellent problem-solving and analytical skills.* Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.* Ability to work independently and as part of a cross-team function in a fast-paced environment.* Customer-focused mindset with a commitment to delivering high-quality support.* Familiarity with support ticketing systems.* Familiarity with logging tools.* Skills with Database queries.* Understanding of code and code management systems.
Preferred Qualifications:* Experience with AI services and technologies. * Experience in setting up and managing support functions, including the implementation of support tools and systems.* Strong technical skills, including knowledge of AI technologies, software development, and complex troubleshooting.* Certifications in relevant technologies or support methodologies.
*Rates depend on experience and client requirements
