Technical Customer Success Specialist (AI)

TL;DR

Technical Customer Success Specialist (AI): Serving as the primary point of contact for customer inquiries and technical guidance for the Ask Sage platform with an accent on generative AI use cases and platform configurations. Focus on diagnosing technical issues, educating customers on prompt engineering, and optimizing AI-driven workflows.

Location: Remote (United States)

Company

hirify.global is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity.

What you will do

• Serve as the first point of contact for inbound customer inquiries via ticketing systems and email.
• Diagnose and resolve technical issues efficiently, escalating complex problems to engineering or product teams.
• Educate and guide customers on generative AI best practices, including prompt engineering and workflow optimization.
• Conduct technical training sessions, walkthroughs, and workshops to help clients adopt AI-driven solutions.
• Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles.
• Collaborate with Technical and Sales teams to relay user feedback for platform enhancements.

Requirements

• 3+ years of experience in technical support, help desk, or technical customer success, preferably in SaaS.
• Strong understanding of generative AI technologies and their practical applications.
• Exceptional customer service skills with a patient and empathetic approach.
• Proficiency in using support ticketing systems and help desk tools.
• Must be based in the United States.
• Excellent written and verbal communication skills.

Nice to have

• Experience working within the U.S. government (service member or civilian) or as a government contractor.
• Knowledge of project management methodologies and tools.
• Experience with cloud-based technologies.
• Bachelor's degree in Computer Science, Information Technology, or a related field.

Culture & Benefits

• Remote work environment.
• Opportunity to work with cutting-edge generative AI capabilities.
• Employment at a public company traded on the NYSE.
• Focus on professional development in the AI domain.