Senior Technical Support Engineer - AI

At Podium, our mission is to arm every local business with a complete platform and outcome-driven AI employees that convert leads into real, paying customers. Every day, millions of workers use our AI lead conversion and communication platform to help them get more leads and make more money.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes' Next Billion Dollar Startups, Forbes' Cloud 100, the Inc. 5000, and Fast Company's World's Most Innovative Companies.

At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!

Podium is seeking a highly skilled individual to join our Backline Support team as a Technical Support Engineer. This role is crucial as it involves significant collaboration with the Product and Engineering teams to expedite issue resolution and enhance our AI agent, Jerry. You will be actively involved in prompt engineering changes, customizing AI responses, and modifying playbooks using AI development tools like LangSmith. This position will focus heavily on light coding and technical adjustments to meet specific customer needs

What you will be doing :

• Troubleshoot and resolve complex AI-related issues, ensuring optimal utilization of Jerry's capabilities.
• Act as a senior point of escalation for validating AI product-related issues in support.
• Develop and refine feedback loops in collaboration with the Product team to continuously enhance AI functionalities.
• Create and maintain comprehensive internal documentation and training for support teams, emphasizing best practices and detailed product insights.
• Collaborate with Customer Success, Onboarding, and Integration teams to tailor the AI agent for individual client specifications.
• Code and implement light fixes and enhancements directly, sit with the Product and Engineering teams.
• Champion the Voice of the Customer by relaying organized qualitative and quantitative feedback to engineering, product, and cross-functional teams to refine Jerry.

What you should have :

What we hope you have :

Benefits :

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.