Customer Support Engineer (AI-Native)
KnowledgeCity
Date: 2 weeks ago
City: Lahore
Contract type: Contractor
Remote
Position Overview
Runs the HelpDesk agents on a day-to-day basis and steps in when human intervention is needed. Handles escalated tickets that the HelpDesk agent cannot resolve — complex technical issues, sensitive customer situations, and cases requiring judgment that AI cannot reliably provide. Provides feedback to the Head of Customer Support on agent performance and improvement opportunities.
Key Responsibilities
Day-to-Day Agent Operations
Core
Runs the HelpDesk agents on a day-to-day basis and steps in when human intervention is needed. Handles escalated tickets that the HelpDesk agent cannot resolve — complex technical issues, sensitive customer situations, and cases requiring judgment that AI cannot reliably provide. Provides feedback to the Head of Customer Support on agent performance and improvement opportunities.
Key Responsibilities
Day-to-Day Agent Operations
- Operate HelpDesk agents for day-to-day customer support
- Monitor agent performance and ticket queue health
- Ensure agent responses meet quality standards defined by Head of Customer Support
- Handle escalated tickets requiring human judgment or technical expertise
- Resolve complex technical issues that require product knowledge beyond agent capabilities
- Manage sensitive customer situations with empathy and professionalism
- Ensure customer satisfaction for escalated cases
- Provide feedback on HelpDesk agent performance and quality to Head of Customer Support
- Identify patterns in escalations that indicate agent skill gaps
- Suggest agent skill improvements based on recurring escalation types
- Collaborate with Product Engineers when support issues indicate product defects
Core
- SQL (Advanced)
- REST APIs (Postman / curl)
- AI tooling (Claude, ChatGPT, prompt engineering)
- SAML / SSO / SCIM
- Python or JavaScript basics
- Git basics
- MCP awareness
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Medical Officer
RLK Group HR,
Lahore
1 day ago
QualificationMBBS degree from a PMDC-recognized medical institution.Valid and active PMDC Full Registration License.Valid House Job completion certificate from a recognized teaching hospital.Current certification in Basic Life Support BLSACLS certification shall be preferred.ExperienceMinimum one 01 year post-house job clinical experience in General Surgery.Preference shall be given to candidates having experience in:General Surgery wardsSurgical EmergencyOperating Theatre assistancePre-operative and post-operative patient managementExperience must...
Cheif Technology Officer (CTO) - Hightech Solutions
Taraki,
Lahore
3 days ago
Our client Hightech Solutions is hiring a Cheif Technology Officer (CTO) in Lahore.The Chief Technology Officer (CTO) is responsible for defining and executing the company's technology vision, digital transformation, and AI strategy. The CTO will lead software engineering, IT infrastructure, cybersecurity, cloud technologies and automation initiatives while ensuring scalable, secure, and innovative technology solutions that support business growth.Key ResponsibilitiesOwn and...
Training Manager - PostEx
Taraki,
Lahore
4 days ago
Our client PostEx is hiring a Training Manager in Lahore.Job Summary:The Training Manager is responsible for identifying training needs, designing and delivering learning programs, and evaluating training effectiveness. The role focuses on developing employees' skills, improving performance, and supporting the organization's learning and development strategy.Key Responsibilities:Conduct Training Needs Analysis (TNA) across departments.Develop and implement annual training plans and budgets.Design, coordinate,...