Support Experience & Automation Specialist

Top Hat

3d•Remote

About The Position

We are looking for a systems-minded professional to bridge the gap between technical support and automation engineering. This is not a traditional "ticket-taking" role. You will be the primary owner of our Self-Service Ecosystem, using AI and CRM automation to ensure our customers find answers before they ever need to reach out to a human.

Requirements

1–2 years in a technical support or helpdesk environment.
Ability to rewrite confusing technical errors into clear, helpful solutions for non-technical users.
Understanding of Salesforce’s backend setup (navigation and data flow).
Logic-first mindset, enjoyment in building "If/Then" scenarios and workflows.
Passion for AI and Automation, with a desire to build and manage these tools.
Ability to learn and build.

Nice To Haves

Experience using or experimenting with AI or vibe coding is a plus.

Responsibilities

Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data.
Identify and help implement workflow improvements within Salesforce to make our internal processes faster and more automated.
Handle high-level technical escalations, with the primary goal to use those escalations to update our AI and Knowledge Base so the issue never happens again.
Own the "Technical Truth" for our offshore partners, creating automated training modules and QA frameworks to ensure they are performing at a high technical standard.
During peak periods, act as a core technical support agent, directly handling complex cases, critical system issues, and high-priority user requests, ensuring rapid resolution while maintaining service reliability and operational standards.
Develop a cross-platform content strategy that optimizes the Knowledge Base for 'Search-First' and 'AI-First' discovery, ensuring high semantic relevance for LLM retrieval.