Job Title: AI Support Operations Lead
Type: Permanent
Location: APAC
The AI Support Operations Lead is the technical architect of Mercans’ AI-first support model. This role designs, builds, and optimizes AI systems for ticket triage, auto-resolution, knowledge management, self-service, and analytics.
Working closely with L3 Engineering, this role converts root cause insights into AI-driven resolution patterns, creating a continuous improvement loop where human expertise enhances automation. This is a production-focused, outcome-driven role.
AI System Design & Deployment
- Build and deploy AI-driven support systems integrated with ITSM tools (e.g., YouTrack)
- Enable automated ticket categorization, prioritization, routing, and auto-resolution
- Develop AI-powered self-service interfaces to reduce ticket creation
- Monitor and optimize AI performance (accuracy, thresholds, coverage)
- Manage AI tools, APIs, and vendor solutions; evaluate new capabilities
Knowledge Base & Training Data
- Build and maintain structured knowledge bases (FAQs, runbooks, resolution patterns)
- Convert L3 root cause findings into AI training data and automation flows
- Establish feedback loops to capture all resolved tickets as training inputs
Analytics & Automation
- Implement real-time dashboards (ticket volume, SLA, AI accuracy, auto-resolution)
- Automate workflows (alerts, ticket aging, reporting, escalation triggers)
- Provide data-driven insights on performance and process improvements
Collaboration
- Partner with Head of Support, L3 Engineers, and Support teams
- Work with Customer Sentiment Pod on AI roadmap and enhancements
Technical Skills
- Strong knowledge of LLMs (GPT, Claude), NLP, RAG, and agent frameworks
- Proficiency in Python and/or JavaScript/TypeScript
- Experience with APIs, databases, and ITSM platforms (Jira, YouTrack)
- Data visualization tools (Grafana, Tableau, or similar)
Experience
- 3+ years in AI/ML engineering, support automation, or data engineering in SaaS
- Proven experience building AI support tools (chatbots, auto-resolution, NLP systems)
- Experience fine-tuning models on domain-specific data
Education
- Bachelor’s degree in Computer Science, AI/ML, Data Science, or related field (advanced degree preferred)
Core Competencies
- Strong understanding of support operations and SLA management
- Ability to translate operational problems into scalable automation solutions
- Data-driven mindset with strong analytical skills
- AI Auto-Triage: 100% ticket coverage with ≥85% accuracy within 60 days
- Auto-Resolution: Achieve 20% L1 auto-resolution within 90 days
- Knowledge Base: Build 50 structured KB articles within 75 days
- Analytics Dashboard: Launch real-time KPI dashboard within 30 days
- AI-L3 Feedback Loop: 100% of L3 fixes converted to AI training within 45 days
- Self-Service Pilot: Launch AI self-service for top queries across 2+ clients within 90 days