Customer Support Engineer (AI)

TL;DR

Customer Support Engineer (AI): Providing support to customers integrating and optimizing AI APIs and tools with an accent on resolving technical challenges and ensuring seamless adoption. Focus on creating self-service resources and sharing customer insights with product and engineering teams to improve user experience.

Location: Montreal; Ottawa; Toronto

Company

Our mission is to scale intelligence to serve humanity by training and deploying frontier models for developers and enterprises.

What you will do

• Answer customer queries via multiple channels to respond to technical inquiries.
• Create and update self-service resources to empower users and reduce ticket volume.
• Track and prioritize support tickets, ensuring timely follow-ups and clear communication.
• Share customer insights with Product and Engineering teams to influence roadmap decisions and improve user experience.
• Leverage our internal tools to identify opportunities for automation and process improvement.

Requirements

• Bilingual in both English and French
• Prior experience in a customer service, call center, technical support, or customer-facing technical role.
• Programming skills (e.g., Python, JavaScript) and familiarity with APIs, REST, and developer tools.
• Adept at troubleshooting and enjoy solving puzzles, even in ambiguous situations.
• Excel at communicating complex technical concepts clearly to both technical and non-technical audiences.
• Customer-obsessed, proactive, and driven to deliver exceptional experiences, thrive in collaborative, cross-functional environments

Nice to have

• Experience with NLP, machine learning, or AI-powered products.
• Familiarity with containerization (Docker, Kubernetes).
• Familiarity with cloud platforms (AWS, GCP, Azure, OCI).
• Knowledge of data analysis tools (e.g., SQL, Pandas, Jupyter Notebooks).

Culture & Benefits

• An open and inclusive culture and work environment.
• Work closely with a team on the cutting edge of AI research.
• Weekly lunch stipend, in-office lunches & snacks.
• Full health and dental benefits, including a separate budget to take care of your mental health.
• 100% Parental Leave top-up for up to 6 months.
• 6 weeks of vacation (30 working days!).