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Crescendo · 5 hours ago

AI Platform Support Specialist

United States

Full-time

Remote

Mid Level

3+ years exp

Crescendo is a company focused on delivering peak customer experience performance through innovative technology in the AI era. The AI Platform Support Specialist will be responsible for ensuring the reliability and optimization of customer-facing AI systems, managing escalations, and collaborating with various teams to maintain high-quality AI performance.

Artificial Intelligence (AI)Customer ServiceOutsourcingSoftware

Growth Opportunities

Responsibilities

Monitor production AI systems and partner environments to ensure stable, high quality performance

Act as the first response layer for CX impacting AI incidents and escalations

Own triage, investigation, and resolution of AI escalations

Perform root cause analysis across AI configuration, workflows, routing logic, and platform behavior

Diagnose platform integration and configuration issues with support CRMs such as Zendesk, Gorgias, and Salesforce Service Cloud

Improve AI accuracy and consistency through behavior tuning and configuration updates

Implement optimisation opportunities identified by Crescendo’s AI Quality, Operations, and Partner teams

Review, validate, and implement optimisation initiatives related to AI behavior, routing, workflows, and integrations

Introduce safeguards and validation steps to prevent recurring failures and improve long term reliability

Periodically perform AI health checks across partner environments to ensure systems are aligned to evolving AI capabilities and best practices

Identify patterns in AI failure modes and drive long term reliability improvements

Translate CX impacting AI issues into clear engineering and product work

Provide detailed documentation, root cause summaries, and remediation recommendations

Partner with Product and Engineering to resolve systemic platform issues

Manage a portfolio of partner AI assistants over time, maintaining accountability for performance, stability, and continuous improvement

Identify optimisation opportunities specific to partner environments and drive improvement initiatives

Support long term partner success through proactive AI performance stewardship

Contribute directly to the evolution of Crescendo’s AI Support platform and operating model

Identify recurring issues and improvement opportunities that inform roadmap direction

Influence safeguards, validation frameworks, and escalation models as the platform scales

Qualification

Production SaaS supportAI system optimisationZendesk administrationRoot cause analysisAnalytical problem solvingComfort in ambiguityCollaboration with teamsHigh ownership mentality

Required

Three or more years of experience supporting production SaaS platforms or technical systems

Experience diagnosing, configuring, and administering support platforms such as Zendesk, Gorgias, Jira, or Salesforce Service Cloud, including workflows, routing logic, and integrations

Demonstrated ability to partner closely with Product and Engineering teams

Strong analytical and problem solving abilities

High ownership mentality and comfort operating in ambiguity

Preferred

Zendesk Admin certification or equivalent platform administration experience

Benefits

Remote working arrangements

Generous paid time off

Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees

Training and professional development opportunities