Generative AI Engineer

Company Overview ANCKR is a bold, U.S.-led software development agency that combines American leadership with top-tier international talent. We specialize in AI-enhanced web and mobile development, process automation, and digital transformation . We're not your average dev shop. We're a tech-first, values-driven partner committed to building things that last—for startups and scaling enterprises alike. Learn more at: www.anckr.com Job Summary As the Support Lead / Manager , you will establish ANCKR's support function with an AI-first strategy . Your mission is to design a system where AI agents handle frontline intake (knowledge base queries, FAQs, routing, RAG-powered suggestions) and humans handle escalations that require deeper context or judgment. You'll own the end-to-end lifecycle of support — selecting tools (Missive, Front, or AI-driven equivalents), integrating AI into triage flows, setting SLAs, and building a hybrid model of autonomous + human support . This role blends support operations expertise with AI product thinking — shaping how ANCKR delivers client and internal support that scales without scaling headcount. Responsibilities Design and implement ANCKR's multi-channel support system (email, SMS, chat, Slack, Missive/Front) Lead transition to AI-first support — integrating RAG pipelines and knowledge base retrieval into frontline workflows Architect Tier 0 / Tier 1 autonomous support (AI agent replies, auto-triage, FAQ responses) Define and manage SLAs, escalation paths, and reporting for human support layers Build and maintain a support knowledge base designed for both humans and AI agents Partner with Engineering to connect AI models with support tools (e.g., Missive/Front + Supabase vector DB + ANCKR's internal knowledge base) Create dashboards for response times, resolution rates, and AI deflection rate (% of tickets resolved by AI without human touch) Train and oversee future Support Specialists as the team scales Share learnings across ANCKR to inform AI-driven delivery and client platforms Requirements Must-Have 3–5 years in support operations, customer success, or service delivery Experience with multi-channel support tools (Missive, Front, Zendesk, HelpScout) Strong understanding of support workflows, SLAs, and escalations Hands-on experience configuring or integrating AI into workflows (RAG, chatbots, knowledge base search) Ability to design processes and playbooks from scratch Excellent communication skills with clients and internal teams Nice-to-Have Exposure to LangChain, CrewAI, or multi-agent orchestration frameworks Familiarity with vector databases (Supabase, Pinecone, Weaviate) Experience with AI-powered ticketing or chat support systems Agency or SaaS background in fast-paced support environments Strong reporting/analytics experience (support dashboards, SLA monitoring) Perks: Competitive base + performance bonuses Tech package : MacBook Pro, monitor, accessories Paid holidays, PTO, and flexible hours Remote-first team with async workflows Growth path into Head of Support / Support Operations Manager Opportunity to define and lead AI-powered support from the ground up Schedule & Expectations Standard hours: Standard working Hours Work tracked in ClickUp , communication in Slack Participation in weekly support reviews & cross-team syncs Accountability for AI resolution rates and SLA performance