Support Engineer (AI)

Location: Remote in the United States or Canada

Salary: US Tier 2 estimated base salary $95K–$110K with equity; Canada estimated base salary CA$105K–CA$120K with equity.

Company

Financial technology company building AI-powered customer support solutions for financial institutions across digital and voice channels.

What you will do

• Diagnose and resolve complex issues involving digital bots, telephony integrations, SaaS platforms, APIs, and core banking configurations.
• Support new telephony setups and act as a technical subject-matter expert for SIP and IVR configurations.
• Manage and clean incoming ticket queues through accurate classification and timely resolution.
• Collaborate with Implementation, Engineering, and Customer Success on technical feasibility and scope guidelines.
• Perform very limited overnight or early-morning deployments when required.
• Document procedures, responsibilities, and troubleshooting guidance in the internal knowledge base.

Requirements

• 4+ years of experience in technical support or implementation engineering.
• 2+ years of experience with telephony systems, SIP, or IVR configurations.
• Proven ability to troubleshoot SaaS platforms and API integrations.
• Strong communication skills for explaining complex technical concepts to non-technical stakeholders.
• Ability to support remote work from the United States or Canada and limited overnight or early-morning deployments.

Nice to have

• Experience with conversational AI, digital bots, or Natural Language Processing.
• Experience with banking cores or Sim exchange configurations.

Culture & Benefits

• Work remotely with compensation bands for the United States and Canada.
• Equity is included in the compensation package.
• Build AI assistants for web, mobile, phone, and internal staff-support channels.