Lead AI Customer Engineer

About the role

Kore.ai seeks a Lead AI Customer Engineer to support enterprise customers, troubleshoot complex platform and integration issues, act as subject matter expert on APIs and deployment architectures, diagnose production problems using logs and telemetry, build automation tools, mentor support engineers, partner with product and engineering teams to improve platform reliability, and define best practices for deploying AI solutions.

What you’ll do

• Investigate and resolve complex platform and integration issues for enterprise customers.
• Own technical escalations and coordinate cross-functional collaboration.
• Serve as subject matter expert on Kore.ai platform, APIs, deployment.
• Diagnose production issues using logs, telemetry, system diagnostics.
• Build tools, automation, knowledge resources to improve troubleshooting.
• Mentor engineers across Fanatic Customer Support.
• Partner with product and engineering teams to translate feedback.
• Define and document best practices for deploying and operating AI solutions.

What you’ll bring

• 6-10 yrs technical support, dev support, solutions engineering, or SRE
• Experience with Claude Code, OpenAI Codex, Cursor, Python scripting
• Customer-facing technical problem solving
• Debugging APIs, distributed systems, cloud platforms
• Enterprise SaaS or developer platform support
• Strong communication with technical and non-technical stakeholders
• Customer-obsessed, end-to-end ownership
• Experience with AI platforms, conversational AI, LLM, ML workflows
• Graduate in Engineering or Masters in Computer Applications

Skills

Education

Bachelor