Decawork AI · 5 hours ago
IT Managed Service Providers - Subject Matter Expert
United States
Part-time
Remote
Mid, Senior Level, Lead/Staff
2+ years expDecawork AI is an early-stage startup building AI agents designed to autonomously resolve IT support tickets for Managed Service Providers. They are seeking a Subject Matter Expert to collaborate with their product team and provide insights into MSP IT ticket workflows and operations.
Computer Software
Responsibilities
Deep Dives: Walk us through the lifecycle of IT tickets (L1 through L3)
Workflow Analysis: Explain how you use tools like ConnectWise Manage, Autotask, HaloPSA, and RMMs
Reality Checks: Validating our product logic against real-world scenarios
Pain Point Identification: Help us identify high-value pain points
Qualification
Required
2+ years of experience working specifically within US-based MSPs (not just internal enterprise IT)
Currently (or recently were) an IT Technician / Help Desk Engineer, Service Delivery Manager / Service Desk Lead, Service Delivery Manager, or Director of Operations
Understanding of the technical side (M365, Azure, Network troubleshooting) of the business
Ability to explain complex technical workflows clearly
Company
Decawork AI
AI agents that resolve IT support tickets for IT service providers.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase