▷ (High Salary) Generative AI Engineer
6 days ago
Job Description Company Overview ANCKR is a bold, U.S.-led software development agency that combines American leadership with top-tier international talent. We specialize in AI-enhanced web and mobile development, process automation, and digital transformation. We're not your average dev shop. We're a tech-first, values-driven partner committed to building things that lastfor startups and scaling enterprises alike. Learn more at: www.anckr.com Job Summary As the Support Lead / Manager , you will establish ANCKR's support function with an AI-first strategy. Your mission is to design a system where AI agents handle frontline intake (knowledge base queries, FAQs, routing, RAG-powered suggestions) and humans handle escalations that require deeper context or judgment. You'll own the end-to-end lifecycle of support selecting tools (Missive, Front, or AI-driven equivalents), integrating AI into triage flows, setting SLAs, and building a hybrid model of autonomous + human support. This role blends support operations expertise with AI product thinking shaping how ANCKR delivers client and internal support that scales without scaling headcount. Responsibilities - Design and implement ANCKR's multi-channel support system (email, SMS, chat, Slack, Missive/Front) - Lead transition to AI-first support integrating RAG pipelines and knowledge base retrieval into frontline workflows - Architect Tier 0 / Tier 1 autonomous support (AI agent replies, auto-triage, FAQ responses) - Define and manage SLAs, escalation paths, and reporting for human support layers - Build and maintain a support knowledge base designed for both humans and AI agents - Partner with Engineering to connect AI models with support tools (e.g., Missive/Front + Supabase vector DB + ANCKR's internal knowledge base) - Create dashboards for response times, resolution rates, and AI deflection rate (% of tickets resolved by AI without human touch) - Train and oversee future Support Specialists as the team scales - Share learnings across ANCKR to inform AI-driven delivery and client platforms Requirements Must-Have - 35 years in support operations, customer success, or service delivery - Experience with multi-channel support tools (Missive, Front, Zendesk, HelpScout) - Strong understanding of support workflows, SLAs, and escalations - Hands-on experience configuring or integrating AI into workflows (RAG, chatbots, knowledge base search) - Ability to design processes and playbooks from scratch - Excellent communication skills with clients and internal teams Nice-to-Have - Exposure to LangChain, CrewAI, or multi-agent orchestration frameworks - Familiarity with vector databases (Supabase, Pinecone, Weaviate) - Experience with AI-powered ticketing or chat support systems - Agency or SaaS background in fast-paced support environments - Strong reporting/analytics experience (support dashboards, SLA monitoring) Perks: - Competitive base + performance bonuses - Tech package: MacBook Pro, monitor, accessories - Paid holidays, PTO, and flexible hours - Remote-first team with async workflows - Growth path into Head of Support / Support Operations Manager - Opportunity to define and lead AI-powered support from the ground up Schedule & Expectations - Standard hours: Standard working Hours - Work tracked in ClickUp, communication in Slack - Participation in weekly support reviews & cross-team syncs - Accountability for AI resolution rates and SLA performance
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