AI Customer Assurance Engineer

🚀 We're Hiring: AI Customer Assurance Engineer

📍 Location: Research Triangle Park (RTP), NC

🏡 Work Model: Remote (occasional onsite visits)

📅 Duration: Long-term opportunity

In this role, you'll combine your technical expertise and customer-focused mindset to manage customer information requests, maintain accurate product documentation, and help train and refine AI tools that enhance customer service quality and efficiency.

What You'll Do

• Own and respond to customer information requests, ensuring accuracy and consistency.
• Maintain product documentation and knowledge resources for customer-facing teams.
• Review, train, and improve AI tools to enhance response quality and efficiency.
• Collaborate with product, engineering, security, legal, and other teams to resolve complex requests.
• Identify opportunities to improve workflows, tools, and service delivery.
• Monitor performance metrics and support continuous improvement initiatives.
• Ensure compliance with data privacy, security, and regulatory requirements.
• Share knowledge and provide coverage for team members as needed.

What We're Looking For

• 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 field.
• Knowledge of security, compliance, data privacy, or information governance.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication and cross-functional collaboration abilities.
• Interest in or experience with AI-powered tools and automation.

Nice to Have

• Experience improving AI or automation tools in customer support environments.
• Knowledge of data governance, customer information systems, or regulatory requirements.
• Familiarity with contracts, legal processes, or compliance matters.
• Strong stakeholder management and negotiation skills.