AI Customer Assurance Engineer

Job Title - AI Customer Assurance Engineer

Duration : Long-term - team will continue to grow
Location/Office Address : RTP; occasionally on-site (not enough to be hybrid)
Onsite/Remote and Number of Days : Remote

AI Customer Assurance Engineer
The AI Customer Assurance Engineer is responsible for delivering accurate, timely, and high-quality responses to customer information requests while helping to advance the team's use of AI to improve service delivery. This role combines product subject matter expertise with responsibility for training and refining the AI tools that support customer-facing teams. The ideal candidate is a customer-focused problem solver with a strong technical foundation and an interest in applying AI to improve service quality.

Position Overview:
You will be responsible for owning customer information requests for assigned products, ensuring accurate and consistent responses, and maintaining up-to-date product documentation. This role is responsible for training and refining the AI tools that help the team respond to customers more efficiently, ensuring AI-generated content is accurate and appropriately reviewed. The AI Product Support Engineer partners with cross-functional teams and stakeholders to resolve complex requests, improve processes, and maintain compliance with data privacy and regulatory standards. The successful candidate will be a motivated self-starter with a solid technical background, capable of balancing hands-on customer engagement with helping shape the future of AI-enabled service delivery.

Who You Are:

• A detail-oriented problem solver with a track record of delivering accurate, high-quality customer support.
• Possess working knowledge of information management, customer data requests, and compliance considerations.
• Comfortable working with emerging AI tools and interested in helping shape how AI supports customer service.
• Skilled at managing multiple requests, prioritizing effectively, and meeting deadlines in a dynamic environment.
• Thrive in collaborative, cross-functional environments and build strong relationships with collaborators at all levels.
• Analytical and resourceful, with sound judgment in ambiguous or complex situations.
• Passionate about continuous improvement and committed to maintaining high standards of service quality and accuracy

What You'll Do:

• Own and respond to customer information requests for assigned products, ensuring accuracy and consistency.
• Maintain up-to-date product documentation and knowledge resources for customer-facing teams.
• Review and help train the AI tools used to support customer requests, improving accuracy and response quality overtime.
• Partner with internal teams to research and resolve complex or escalated customer requests.
• Build and maintain relationships with internal stakeholders and partners to ensure service needs are met.
• Identify and help implement best practices, tools, and technologies to optimize service delivery.
• Monitor performance metrics and contribute to continuous improvement efforts.
• Support change management as new processes and technologies are adopted.
• Ensure compliance with relevant data privacy, security, and regulatory requirements.
• Provide coverage and knowledge-sharing support for teammates as needed.

Minimum Qualifications:

• Bachelor's degree in Business, Information Management, Computer Science, or a related field, or equivalent experience.
• 3+ years of experience in customer support, information management, or a related role.
• Background in security or compliance, with essential domain knowledge of the products and customer requests supported.
• Strong analytical, creative, and strategic problem-solving skills.
• Strong cross-functional collaboration skills, with the ability to work effectively across product, engineering, security, and legal teams.
• Interest in or experience working with AI-enabled tools.

Preferred Qualifications:

• Knowledge of customer information systems, data governance, or compliance requirements.
• Experience training or improving AI or automation tools used in a customer support setting.
• Strong negotiation skills.
• Legal background or familiarity with contracts and regulatory matters is a plus.
• Excellent communication, interpersonal, and stakeholder management skills