AI Support Engineer

Gamma•San Francisco, CA

58d•Onsite

About The Position

Gamma serves over 70 million users worldwide, and our support experience needs to be as smart as the product itself. We're looking for an AI Support Engineer to own and optimize our AI-powered support systems. You'll be the technical architect behind our automation strategy: training our Fin AI agent, building intelligent workflows, and ensuring users get fast, accurate answers at scale. You'll work at the intersection of customer empathy and technical execution, turning support patterns into automated solutions that improve over time. This means maintaining a best-in-class Help Center, designing custom procedures for complex queries, and using performance data to continuously raise the bar. You'll partner closely with Product, Design, and Marketing to keep help content aligned with new features, and surface recurring issues that inform what we build next. Our team has a strong in-office culture and works in person 4–5 days per week in San Francisco. We love working together to stay creative and connected, with flexibility to work from home when focus matters most.

Requirements

2+ years in customer support with a strong understanding of support dynamics, tooling, and what it takes to deliver great customer outcomes at scale
Experience crafting, testing, and refining AI prompts, with a basic understanding of APIs, integrations, and how support tools connect
Hands-on experience with platforms like Intercom or Zendesk, and a background in creating help documentation or knowledge base content
Strong analytical skills and comfort working with data and metrics to drive decisions
Natural curiosity about how things work, a bias toward process improvement, and the ability to work independently in a fast-moving environment

Nice To Haves

Experience at a startup or high-growth company

Responsibilities

Own Gamma's Fin AI agent in Intercom: train, optimize, and continuously improve response quality by refining content, procedures, and workflows to drive resolution rates and customer satisfaction
Manage and maintain Gamma's Help Center, ensuring all content is accurate, well-organized, and optimized for both search and AI consumption
Design and implement automated workflows across our support stack, including custom Fin procedures for complex queries, and iterate based on performance data
Track automation metrics and translate findings into clear recommendations that improve the customer experience and expand automation coverage
Partner cross-functionally with Product, Design, and Marketing to keep help content aligned with launches and surface recurring customer issues that could inform product decisions