Generative AI Engineer

1 week ago

Delhi, India Wisemonk Full time

Company OverviewANCKR 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 last—for startups and scaling enterprises alike.Learn more at: SummaryAs 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 platformsRequirementsMust-Have- 3–5 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 teamsNice-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 upSchedule & 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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