AI Support Engineer

• Own and optimize AI-powered customer support systems
• Own Fin AI Agent Performance: Train, optimize, and maintain Gamma's Fin bot in Intercom
• Continuously improve Fin's responses by refining content, procedures, and workflows
• Monitor resolution rates, accuracy, and customer satisfaction metrics
• Identify gaps in automation coverage and create solutions to fill them
• Manage Intercom Help Center: Maintain and optimize Gamma's Help Center and other Gamma resources to ensure content is accurate, up-to-date, and AI-friendly
• Optimize articles for search and AI consumption to maximize deflection and resolution rates
• Create, edit, and publish help articles based on common customer queries and product updates
• Organize Help Center structure for optimal discoverability and Fin AI performance
• Collaborate with Product and Marketing teams to create help content for new features and launches
• Build & Optimize Automation Workflows: Design and implement automated workflows across Intercom and our support tech stack
• Create custom Fin procedures and tasks for complex customer queries
• Test and iterate on automation rules to improve efficiency and customer experience
• Document processes and maintain a knowledge base for automation systems
• Analyze & Report: Track automation performance metrics and provide regular reporting on automation impact and opportunities
• Use data to make informed recommendations for improving the customer experience
• Identify trends in customer queries that could benefit from automation
• Collaborate Cross-Functionally: Partner with Product, Design, and Marketing to ensure help content is accurate and AI-optimized
• Work with the CX team to understand pain points and automation opportunities
• Contribute to launches by preparing Fin for new features and product updates
• Share insights about common customer issues that could inform product decisions

• 2+ years in customer support, with a deep understanding of customer service dynamics and support tooling
• A mindset that prioritizes customer outcomes, not just ticket volume
• Experience crafting, testing, and refining AI prompts (prompt engineering)
• Basic understanding of APIs, integrations, and vibe coding
• Hands-on experience with support tools (Intercom, Zendesk, etc.)
• Natural curiosity about how things work and a bias toward process improvement
• Detail-oriented and constantly refining systems based on real-world feedback
• Strong analytical skills—comfortable working with data and metrics
• Self-starter mentality with ability to work independently and manage priorities
• Background in creating help documentation or knowledge base content
• Experience working in fast-paced startup environments

competitive equity