AI Support Engineer

The AI Support Engineer role sits within our Customer Experience team (alongside Customer Success and Implementation Engineers), and has a clear mission: make sure every Donna user feels heard, helped, and set up for success. Because customer adoption is one of our key metrics, we want to provide a frictionless experience to our users, who are not always going to request support. Thats's why there is a second mission that's just as important: be the radar. You'll be the person closest to what users actually struggle with day-to-day, and you'll translate those patterns into actionable signals for our CS and Product teams. This is a role for someone who's excited by ownership, comfortable with ambiguity, and genuinely curious about how things work; technically and commercially. This could be a perfect entry role for people looking to learn more about SaaS and AI scale-ups. What you’ll be doing Be the radar (this is where you add your outmost value) Spot & analyse recurring patterns in conversations and interactions and turn them into structured insights towards the organization for CS: "this account is struggling" for Product: "this feature needs improvements" for the team: "this onboarding gap keeps showing up" Channel real customer painpoints into fixes, improvements and documented based on your prioritization insights Run and improve support Be the first point of contact for Donna users: fast, clear, and empathetic Monitor usage patterns and proactively flag accounts that need attention Keep the Help Center alive: new features ship constantly, and the docs need to keep up Actively use and evaluate AI tools to work faster and smarter: from drafting responses to generating help content to spotting patterns in ticket data Always think one step ahead: how does this process hold up when we have 3x the customers? Build for scale from day one, not as an afterthought