Ai Support Engineer

Summary: The AI Support Engineer role involves providing exceptional technical support for Sage Ai's services, requiring a proactive individual with a strong technical background. The position focuses on diagnosing and troubleshooting issues, collaborating with cross-functional teams, and developing support documentation. Additionally, the role includes setting up and managing a support function, training junior staff, and ensuring customer satisfaction. This is a remote position with specific working hours from 12 PM to 8 PM.

Key Responsibilities:

• Provide technical support for Sage Ai's suite of services, ensuring timely resolution of customer issues.
• Diagnose and troubleshoot issues with Sage Ai services, providing resolutions and translating responses for the correct audience.
• Collaborate with various cross-functional teams, including development, product management, and Sage product teams, to resolve complex technical issues.
• Develop and maintain comprehensive documentation for support processes, troubleshooting guides, and FAQs for Sage Ai's integrated services.
• Help and continue the work in setting up and managing a robust support function for Sage Ai, 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.
• Stay up to date with the latest developments in AI technology and Sage Ai's services.

Key Skills:

• 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.
• Experience with AI services and technologies (preferred).
• Experience in setting up and managing support functions, including the implementation of support tools and systems (preferred).
• Strong technical skills, including knowledge of AI technologies, software development, and complex troubleshooting (preferred).
• Certifications in relevant technologies or support methodologies (preferred).

Salary (Rate): undetermined

City: Newcastle Upon Tyne

Country: United Kingdom

Working Arrangements: remote

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT