Generative AI Customer Support, QA Specialist

Job Description:
• Capture, document, and triage customer-reported issues.
• Manage support ticket systems (e.g., Jira) to track, prioritize, and assign issues effectively.
• Troubleshoot chat and agent behaviors to identify root causes.
• Act as the first line of technical support, escalating complex issues when needed.
• Test platforms, agents, and prompt libraries against defined acceptance criteria.
• Validate new agent versions and ensure successful rollout across client environments.
• Provide structured feedback loops to the Enablement team for iterative improvements.
• Maintain and populate client-facing documentation and knowledge bases.
• Support version control for prompts, templates, and agents.
• Ensure prompt libraries and agent versions are distributed consistently across environments.
• Syndicate demo and training materials across client platforms.
• Partner with the Enablement team to ensure training content reflects the most current agent versions and best practices.
• Provide insights from recurring issues to help refine enablement strategy.

Requirements:
• Strong experience in a customer support, QA, or technical troubleshooting role.
• Familiarity with support ticket systems such as Jira, including triage, tracking, and reporting.
• Familiarity with generative AI tools (e.g., ChatGPT, custom GPTs, agent frameworks).
• Ability to follow structured testing protocols and acceptance criteria.
• Strong documentation and knowledge management skills.
• Excellent communication skills for translating technical findings into clear guidance.
• Comfort working across multiple tools, environments, and customer-facing systems.

Benefits:
• Opportunities to grow your career on innovative client projects.
• A culture of inclusion where your voice matters.
• A commitment to learning, knowledge-sharing, and skill development.
• Flexible, remote-first work environment.

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