Generative AI Customer Support

3 weeks ago

Boston, United States AI Technology Partners, Inc. Full time

Generative AI Customer Support & QA Specialist AI Technology Partners (AITP) is a leader in delivering cutting‑edge generative AI solutions and managed services, specializing in secure, customizable AI deployments for enterprises. Our offerings are designed to help organizations unlock the full value of AI while maintaining robust security and compliance across their infrastructures. About the Role We are seeking a Customer Support & QA Specialist to ensure the stability, reliability, and adoption‑readiness of AI solutions deployed across enterprise clients. This role blends elements of technical support, QA testing, documentation, and customer advocacy. You’ll work closely with the Customer Success & Enablement team to capture issues, validate agent performance, and ensure client environments are well‑documented, reproducible, and high‑quality. This role is critical to scaling client adoption by keeping AI systems dependable, troubleshooting issues quickly, and maintaining strong communication loops between clients and internal teams. What You’ll Do Customer Support 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. Quality Assurance 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. Documentation & Environment Management 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. Collaboration & Training Support 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. Qualifications 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. Location Remote, US‑based candidates preferred. The role may involve working across multiple time zones. What We Offer Challenging work on meaningful, production agentic systems for enterprise clients. Learning & sharing culture with deep dives, brown bags, and support for certifications/publication. Inclusive, flexible workplace —bring your whole self; work where you do your best thinking. Equal Opportunity Statement AI Technology Partners is committed to equal employment opportunity in all practices and reaffirms that there shall be no unlawful discrimination against any employee or applicant for employment on the grounds of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. #J-18808-Ljbffr

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