AI Technical Support Engineer – (SaaS) – Remote/US hours

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