Lead AI Customer Engineer — Fanatic Customer Support

At Kore.ai, we believe that the success of enterprise AI platforms depends on more than just great technology—it depends on exceptional customer outcomes. Our Fanatic Customer Support team exists to ensure that every customer deploying AI on Kore.ai receives fast, thoughtful, and technically deep support.

As a Lead AI Customer Engineer , you will work directly with enterprise customers to solve complex technical challenges, guide production deployments, and ensure AI applications built on Kore.ai operate reliably at scale. You will operate in a low-volume, high-complexity environment , troubleshooting issues that span APIs, integrations, cloud infrastructure, and AI workflows.

This role goes beyond traditional support. You will act as a trusted technical partner to customers while collaborating closely with product and engineering teams to improve platform reliability and customer experience.

Fanatic Customer Support at Kore.ai means:

● We treat every customer problem like it’s our own.

● We move fast, dig deep, and take full ownership until the issue is resolved.

● We turn every customer challenge into an opportunity to improve the platform.

What You’ll Do

• ● Work directly with enterprise customers to investigate and resolve complex platform and integration issues.

• ● Own technical escalations and coordinate cross-functional collaboration with product, engineering, and infrastructure teams.

• ● Act as a subject matter expert on the Kore.ai platform, APIs, and deployment architectures.

• ● Diagnose production issues using logs, telemetry, and system diagnostics to identify root causes and implement solutions.

• ● Build tools, automation, and knowledge resources that improve troubleshooting efficiency and support scale.

• ● Mentor engineers across the Fanatic Customer Support team and help elevate technical standards.

• ● Partner with product and engineering teams to translate customer feedback into platform improvements.

• ● Define and document best practices for deploying and operating AI solutions on the Kore.ai platform.