Software Engineer, AI Platform (Senior, Staff+)
KustomerSalary not specified
- Full Time
- Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
AI & Machine Learning, Consumer Software, Enterprise SoftwareIndustries
Requirements
Candidates should have at least 2 years of experience in technical support or customer success for SaaS or enterprise software. Familiarity with AI/Chatbot or Agent Assist solutions is a plus. Proficiency in troubleshooting production issues and diagnosing ML performance is required, along with knowledge of APIs (JSON, REST, SOAP) and integration with CRMs or ATS tools. A strong understanding of support metrics such as FRT, AHT, TAT, and CSAT is necessary, as well as competency in logging, dashboard creation, and alerting tools. Excellent communication skills and strong problem-solving abilities in high-pressure situations are essential, alongside a customer-first approach focused on satisfaction and business needs.
Responsibilities
The AI Applications Engineer will configure and integrate AI/GenAI workflows using platform APIs and customer data. They will troubleshoot and resolve production issues related to platform APIs, data integration, and workflow configurations. The role involves designing, executing, and analyzing A/A experiments to enhance workflow reliability and quality, as well as monitoring workflow performance using observability dashboards and business metrics. They will translate customer requirements into effective GenAI automation flows and refine prompts for optimized performance. Additionally, the engineer will develop and automate repeatable steps in CX workflows to enhance efficiency and maintain high CSAT scores through proactive customer communication and timely updates on workflow performance. Collaboration with cross-functional teams, including Customer Success, Product, and DevOps, is also a key responsibility.
Skills
troubleshooting
production issues
ML performance
APIs
JSON
REST
SOAP
CRMs
ATS tools
support metrics
FRT
AHT
TAT
CSAT
logging
dashboard creation
alerting tools
Ema
Develops enterprise AI solutions for workforce efficiency
About Ema
Ema develops and implements AI solutions specifically designed for businesses. Their main product is AI employees that can be customized through conversation to learn and perform tasks that exceed human capabilities, allowing companies to quickly expand their workforce. Ema's AI solutions focus on replacing traditional co-pilots with secure and compliant AI employees, meeting strict standards like SOC2, ISO27001, GDPR, HIPAA, and NIST. The EmaFusionTM model combines the strengths of over 100 large language models to deliver high accuracy at a low cost for various enterprise applications. Ema distinguishes itself from competitors by providing tailored solutions that empower businesses to enhance their operational efficiency. The company's goal is to help enterprises take control of their operations and achieve significant improvements in productivity through advanced AI technology.
Mountain View, CaliforniaHeadquarters
2023Year Founded
$59.3MTotal Funding
SERIES_ACompany Stage
Cybersecurity, AI & Machine LearningIndustries
51-200Employees