AI Support Engineer

Quick Facts

• Role: Advanced technical support for an AI platform powering customer support automation

• Focus: Incident resolution, integration troubleshooting, and LLM/bot performance validation

Description

As an AI Support Engineer, you’ll provide top-tier technical support for the AI platform—handling incidents and ensuring smooth integrations with the CCaaS platform and customer systems. You’ll be the key point of contact when AI bots and automation flows don’t work as expected, including diagnosing API/data flow/routing issues and improving LLM behavior. You’ll validate LLM outputs for accuracy and quality, reproduce reported issues, communicate with customers, and collaborate with engineering and vendor teams.

Responsibilities

• Resolve incidents and service requests related to the AI platform and automation flows (voice robots, chatbots, email robots)

• Debug integration issues between the AI platform, the CCaaS platform, and customer systems (failed API calls, data flows, routing/dialogue logic)

• Analyze conversations and execution logs, debug problems, monitor behavior, and optimize performance

• Tune and debug LLM challenges to improve bot behavior and fix issues

• Verify and validate LLM outputs for accuracy, consistency, and quality; catch unexpected or incorrect answers

• Investigate and reproduce reported problems, identify root causes, and apply or escalate fixes

• Communicate with customers throughout support: clarify issues, provide updates, and confirm solutions

• Collaborate closely with development and vendor teams on escalated complex cases

Requirements

• Strong technical background: Linux, networking, databases, REST/JSON APIs; VoIP preferred

• Ability to troubleshoot by analyzing protocols, traces, and integrations to find root causes

• Knowledge of AI/automation tools (conversational AI, bots, dialogue and automation flows, prompt creation) or strong willingness to learn

• Basic scripting knowledge (e.g., JavaScript) to read and debug automation/integration logic

• Customer-oriented mindset with excellent communication skills and professional behavior

• Ability to work independently and take ownership

• High motivation to learn new things

• English communication level

• Czech or Slovak proficiency at C2 level

• Active use of AI tools

Benefits

• Bonuses twice per year based on company profit

• Modern offices

• Hybrid work environment (home office)

• 5 weeks of vacation

• Referral bonus

• Sick days, meal allowance, and Multisport card