AI Technical Support Analyst (Agent Orchestration)

The AI SUPPORT PROGRAM SPECIALIST is responsible for driving AI enablement and upskilling across the Support organization, designing and implementing AI-powered workflows and automations that improve internal efficiency and elevate the experience we deliver to our customers.

This person sits at the intersection of Support Operations, AI tooling, and customer experience. They translate operational pain points into AI-driven solutions — from agent assist and intelligent routing, to self-service experiences and knowledge automation — and they coach the team on how to use these tools effectively, responsibly, and at scale.

Main Responsibilities

• Design, build, and maintain AI-powered workflows and automations that streamline Support Operations (e.g., triage, deflection, response drafting, knowledge surfacing, QA, reporting);
• Lead AI enablement and upskilling across the Support team: deliver training, build playbooks, and define best practices ...