AI Support Engineer

Quick Facts

• Role: AI Support Engineer

Description

Provide advanced technical support for an AI platform, focusing on incident handling and keeping AI integrations running smoothly with a CCaaS platform and customer systems. Diagnose integration failures across APIs, data flows, and routing/dialog logic, then analyze conversations and execution logs to tune performance. Validate LLM outputs, reproduce reported issues, and communicate solutions with customers while collaborating with engineering and delivery teams.

Responsibilities

• Handle incidents and service requests for AI platform automations (voice robots, chatbots, email robots)
• Troubleshoot AI-to-CCaaS-to-customer integrations by diagnosing failed API calls, data flows, and dialog/routing logic
• Analyze conversations and execution records to debug, monitor behavior, and optimize performance
• Adjust and debug LLM prompts to improve bot behavior and resolve issues
• Verify and validate LLM outputs for accuracy, consistency, and quality
• Investigate and reproduce reported problems, identify root causes, and apply or escalate fixes
• Communicate with customers throughout the support process to clarify issues, provide updates, and confirm solutions
• Work closely with development and delivery teams on escalations and complex cases

Requirements

• Solid technical background: Linux, networking, databases, REST/JSON APIs, ideally VoIP
• Strong troubleshooting skills using logs, traces, and integrations to find root causes
• Knowledge of, or strong motivation to learn, conversational AI and automation/bot/dialog flow concepts, including prompt creation
• Basic scripting skills (e.g., JavaScript) for reading and debugging automation/integration logic
• Customer-oriented mindset and excellent communication skills
• Ability to work independently and take ownership
• High motivation to learn new things
• English communication skills
• Czech or Slovak at C2 level

Benefits

• Twice-yearly bonuses based on company profit
• Modern offices
• Hybrid working (home office)
• 5 weeks of vacation
• Referral bonus
• Sick days, meal support, and Multisport card