Who are we?
SupportYourApp is an international Intelligent Support-as-a-Service company that has been providing business process outsourcing services to IT companies around the globe for the past 15 years. We have 1500+ people in our international community.
We operate globally, supporting clients in 60 languages and partnering with industry leaders like MasterCard, Calm, and MacPaw. With international hubs and coworking spaces around the world, we develop innovative products like Quidget and continuously work to improve the customer experience.
About the role:
We are looking for an AI Solutions Engineer to join our team and lead the design and implementation of AI-powered solutions for customer support and business operations.
In this role, you will translate business and operational requirements into scalable technical solutions, design AI architectures, evaluate technologies and integrations, and guide solutions from discovery through implementation.
You will work closely with clients, internal teams, and technical stakeholders to identify the right AI approach for each use case and ensure that solutions are reliable, scalable, and aligned with business goals.
What you will do:
- Design end-to-end AI solutions based on client business and technical requirements;
- Define solution architecture, integrations, data flows, and implementation approach;
- Design and implement AI-powered solutions, including conversational AI, chatbots, agent assist, and automation;
- Work with LLMs, RAG, prompt engineering, AI agents, and knowledge retrieval systems;
- Lead technical discovery and solution design sessions with clients and internal teams;
- Conduct demos of proposed AI solutions and explain their functionality, capabilities, and business value;
- Troubleshoot technical issues and drive solutions through to resolution.
What you need to succeed in this role:
- Fluency in English (C1+ / Advanced+);
- Practical experience taking an AI support solution from implementation/configuration to actual use by customers or support teams;
- Experience implementing AI-powered chatbots and voicebots specifically for customer support or customer service operations;
- Hands-on experience with AI and automation platforms (for example, Zendesk AI Agents, n8n, Voiceflow, Botpress, Cognigy, or similar tools);
- Understanding of LLMs, Generative AI, RAG, prompt engineering, and AI agents;
- Basic understanding of APIs, integrations, databases, and system architecture;
- Ability to translate business requirements into scalable technical solutions and communicate technical concepts to both technical and non-technical stakeholders.
Will be an advantage:
- Hands-on experience with helpdesk platforms (for example, Zendesk, Freshdesk, and Intercom), including their automation and AI features;
- Experience with AI evaluation, monitoring, and guardrails;
- Experience working directly with clients during technical discovery and solution design;
- Experience leading implementation projects.
Benefits and Perks:
- Providing services during business hours;
- Opportunity to cooperate fully remotely;
- Inclusive international environment;
- Compensation in USD;
- Rewards for referring friends;
- Balance between project workload and personal time, but also – internal health policy;
- Responsive leadership interested in your growth and long-lasting cooperation;
- Greenhouse conditions for self-development;
- A culture built on trust, with no time-tracking requirements.
*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.
You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.
Are you passionate about connecting systems and driving intelligent automation? Do you thrive in fast-paced environments where you can analyze workflows, implement AI solutions, and collaborate with teams to deliver scalable, high-impact results?
Grab the chance to join us and send your CV in English, pointing out your outstanding skills!
Know someone perfect for the role? Refer them and get rewarded!
We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.
Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.
Internal job code:2LT
Skills Required
- Fluency in English
- 1+ year professional experience designing AI-driven customer support automation and workflow optimization strategies
- Strong understanding of customer support operations, ticketing workflows, SLAs, and KPIs (CSAT, FCR, AHT)
- Hands-on experience with Zendesk, Freshdesk, or Intercom including automation and AI features
- Solid knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist tools)
- Ability to run structured discovery/audit sessions and analyze ticket categories, volumes, and escalation paths
- Strong analytical skills to identify automation opportunities and inefficiencies
- Experience designing scalable workflows and automation strategies
- Ability to assess and prioritize initiatives based on ROI and business impact
- Excellent communication skills to translate findings into clear, actionable recommendations
- Basic technical understanding of integrations, APIs, and support system architecture
