We're seeking an AI Support Engineer to own and optimize our AI-powered support systems. As the technical architect behind our automation strategy, you'll train our Fin AI agent, build intelligent workflows, and ensure users receive fast, accurate answers at scale.
You'll work at the intersection of customer empathy and technical execution, turning support patterns into automated solutions that improve over time. This involves maintaining a best-in-class Help Center, designing custom procedures for complex queries, and using performance data to continuously raise the bar.
Our team has a strong in-office culture and works in person 4–5 days per week in San Francisco. We love working together to stay creative and connected, with flexibility to work from home when focus matters most.
Responsibilities
- Own Gamma's Fin AI agent in Intercom: train, optimize, and continuously improve response quality by refining content, procedures, and workflows to drive resolution rates and customer satisfaction
- Manage and maintain Gamma's Help Center, ensuring all content is accurate, well-organized, and optimized for both search and AI consumption
- Design and implement automated workflows across our support stack, including custom Fin procedures for complex queries, and iterate based on performance data
- Track automation metrics and translate findings into clear recommendations that improve the customer experience and expand automation coverage
- Partner cross-functionally with Product, Design, and Marketing to keep help content aligned with launches and surface recurring customer issues that could inform product decisions
Requirements
- 2+ years in customer support with a strong understanding of support dynamics, tooling, and what it takes to deliver great customer outcomes at scale
- Experience crafting, testing, and refining AI prompts, with a basic understanding of APIs, integrations, and how support tools connect
- Hands-on experience with platforms like Intercom or Zendesk, and a background in creating help documentation or knowledge base content
- Strong analytical skills and comfort working with data and metrics to drive decisions
- Natural curiosity about how things work, a bias toward process improvement, and the ability to work independently in a fast-moving environment
Compensation Range: The base salary for this full-time position, which spans multiple internal levels depending on qualifications, ranges between $125K – $145K plus benefits & equity.
XML job scraping automation by YubHub
