Hybrid AI Support Engineer

at Aspire Software

• Job title: AI Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $70,000 - $80,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, White Plains, United States

About the role

• AI Support Engineer developing agent ownership strategies for WeSuite's support bot while ensuring performance and product knowledge. Strong focus on automation and continuous improvement in a SaaS environment.

Responsibilities

• Own the performance of WeSuite Walt, our support bot, as a product responsibility — not a side task
• Design, build, and iterate on agent resolution flows for defined ticket categories
• Identify ticket classes suitable for full or partial autonomous resolution and drive them to automation
• Prompt engineer and tune agent responses against real ticket data, measuring accuracy and resolution rate
• Establish and close feedback loops: when an agent fails, diagnose why, fix the underlying gap, and retest
• Continuously expand the scope of what agents can resolve without human intervention
• Work a meaningful volume of real tickets as a core part of the role — this is how client understanding and product knowledge are built and kept current
• Treat every ticket as a data point: does the agent know how to handle this? If not, why not, and what needs to change?
• Develop expert-level fluency in WeSuite's platform, common failure modes, and client use patterns to translate that knowledge into agent-ready content and logic
• Collaborate with QA and Product Management to stay ahead of platform changes that affect agent accuracy
• Own and manage the Knowledge Base as a living system agents draw from — not a static document library
• Use AI tools (Gemini, Scribe, etc.) to accelerate article creation while owning the quality and structure of what gets published
• Ensure Knowledge Base architecture supports agent retrieval — structure, tagging, and coverage matter as much as content quality
• Handle escalations that agents cannot resolve, using Devin AI to structure and analyze code defects before Development handoff
• Collaborate with QA to validate resolution before new releases
• Actively work to reduce the escalation rate over time by feeding learnings back into agent workflows
• Track and own agent performance metrics as the primary measure of role success
• Report on automation coverage, deflection rate trends, and resolution quality alongside traditional support KPIs
• Bring a continuous improvement mindset to both the agent layer and your own direct support work

Requirements

• 3–5 years of SaaS customer support experience, preferably in an enterprise environment
• Demonstrated experience building or improving AI agents, chatbots, or automated support workflows — not just using AI tools passively
• Strong prompt engineering instincts and comfort working iteratively with LLM-based tools
• Hands-on Zendesk experience including workflow configuration and reporting
• Ability to develop deep product knowledge quickly and translate it into structured, agent-usable content
• Strong written communication skills — clarity of thought directly impacts agent quality
• Comfort operating in a metrics-driven environment with ownership over outcomes, not just activities

Benefits

• Competitive Offer
• Health, dental, vision, PTO, and more