SupportExperience&AutomationSpecialist

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. WHAT YOU’LL DO - Prototyping and Experimentation: Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data - Salesforce Operations: You will identify and help implement workflow improvements within Salesforce to make our internal processes faster and more automated. - Root-Cause Escalations: You will handle high-level technical escalations, but with a twist—your primary goal is to use those escalations to update our AI and Knowledge Base so the issue never happens again. - Technical Enablement: You will 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. - Peak Period Support: During peak periods, you will 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. - Knowledge Management: 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. WHY YOU’RE A FIT - You have 1–2 years in a technical support or helpdesk environment. - You can look at a confusing technical error and immediately rewrite it into a clear, helpful solution that a non-technical user can understand. - You have an understanding of Salesforce’s backend setup (you don't need to be a certified Admin, but you should know how to navigate the backend and understand how data flows). - You have a logic-first mindset—you enj