AI Agent Support Specialist

Responsibilities

• Set and document Fin's guardrails: what it must never answer, when it asks a clarifying question, and when it escalates.
• Own the knowledge Fin draws from: snippets, internal content, and our help center.
• Set the governance: every topic has an owner and a review cadence, and outdated or conflicting content gets retired.
• Set AI-ready content standards, and partner with Customer Education to bring help-center articles up to them.
• Own handoffs: when Fin escalates, where it routes, and what context it passes so customers never repeat themselves.
• Partner early with Product, Engineering, and Customer Education to get source-of-truth content before features ship.
• Support expertise: 3+ years in technical support at a B2B SaaS company, including troubleshooting complex customer issues. TSS / Sr. TSS experience is preferred.

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