- AI Instruction Development: Develop and refine operational guidelines to direct the AI interactions. These directions help maintain consistent and accurate interactions, ensuring the AI adheres to specific response protocols. You'll collaborate with technical writers to suggest and review these guidelines, adapting them as needed for various situations.
- AI Conversation Oversight: Monitor ongoing AI interactions to ensure quality and safety. You'll have the authority to intervene in conversations that require human oversight, transitioning them to Support Engineers when necessary. Gather feedback from these interactions to propose improvements and refine the AI's capabilities.
- Prompt Management and Enhancement: Use insights from monitored conversations to enhance the AI's prompts. In critical situations, you'll implement adjustments to ensure specific responses are delivered accurately. Collaborate with the Support Engineering team to test and update these prompts for optimal performance.
- Maintain a Support Engineering Context: Work alongside Support Engineering from time to time, taking both chats and tickets to stay informed about real-world challenges and improve content and instruction relevance.
- Experienced administrator with familiarity managing Apple devices.
- Proven experience in Support Engineering/Technical Support.
- Proven experience in AI systems or chatbot management.
- Strong understanding of customer support operations.
- Excellent problem-solving skills and attention to detail.
- Ability to collaborate effectively with cross-functional teams.
- Experience in monitoring and analyzing conversational data.
- Strong communication skills, both written and verbal.
- Ability to adapt quickly to changing situations and requirements.
- Familiarity with prompt engineering or similar methodologies is a plus.
- Experience in support engineering tasks to better understand product usage scenarios.
- Competitive salary
- 100% individual and dependent medical + dental + vision coverage
- 401(k) with a 4% company match
- 20 days PTO
- Health and wellness days
- Kandji Wellness Week the first week in July
- Equity for full-time employees
- Up to 16 weeks of paid leave for new parents
- Paid Family and Medical Leave
- Modern Health - Mental Health Benefits - Individual and Dependents
- Fertility Benefits
- Working Advantage Employee Discounts
- Free onsite fitness center
- Free parking
- Lunch 5 days/week
- Exciting opportunities for career growth
- An outstanding, inclusive culture