Senior AI Enablement Engineer - Support

Pam builds voice AI and customer experience software for car dealerships. The Senior AI Enablement Engineer will build and operate AI agents, diagnostics, and internal tools that help support resolve customer problems faster, catch issues earlier, and improve customer retention.

Responsibilities:

• Build support agents and workflows that gather evidence, triage issues, suggest next steps, and prepare clear engineering escalations
• Create diagnostics that bring together customer configuration, call transcripts, logs, and integration health so support can investigate problems quickly
• Give Tier 1 support reliable tools and runbooks to resolve common issues, with clear permissions and escalation paths
• Handle complex technical escalations, reproduce failures, and work with the teams that own the product to fix recurring causes
• Build checks and alerts that detect broken customer workflows before they become repeated support tickets
• Own the software you ship: tests, deployment, monitoring, failure recovery, documentation, and ongoing improvement. Build evaluation cases from real support scenarios and test changes before rollout
• Use customer data carefully. Build appropriate access controls, audit trails, and human review for actions that change customer systems or configurations
• Work with Support, Product, and Engineering to prioritize improvements and measure adoption, resolution quality, time saved, and running costs. Choose straightforward automation or AI based on what works best for the problem