AI Technical Support Specialist📣 Job Ad

About the Role

Digital Intelligence Foundations is seeking an AI Technical Support Specialist to join our team in Riyadh, Saudi Arabia. This full-time role is focused on providing essential technical support to users of our AI-powered platforms and digital solutions. Candidates should possess 0-1 years of relevant experience.

Role Context

The specialist will be responsible for diagnosing technical issues, coordinating effectively with engineering teams, and ensuring a professional and reliable customer experience. This position requires a practical understanding of Artificial Intelligence, APIs, cloud services, web applications, and various AI-powered systems to effectively support our user base.

Key Responsibilities

• Provide technical support to users and clients across AI platforms and digital products.
• Receive, analyze, troubleshoot, and resolve technical support requests.
• Diagnose issues related to applications, APIs, authentication, integration, configuration, and connectivity.
• Support users of AI-powered solutions, including Generative AI, conversational AI, speech AI, NLP, and intelligent automation platforms.
• Assist customers with product configuration, onboarding processes, and platform usage.
• Reproduce reported issues and document technical findings clearly.
• Escalate complex bugs and technical problems to Software, AI, Cloud, or DevOps engineering teams.
• Follow up on reported incidents until successful resolution.
• Monitor system behavior to identify and address recurring technical issues.
• Maintain technical support documentation, including FAQs, troubleshooting guides, and knowledge-base articles.
• Support API integrations and guide users on technical requirements and configurations.
• Test fixes and new releases before communicating resolutions to customers.
• Track support tickets, response times, resolution times, and recurring issues.
• Communicate technical information clearly to both technical and non-technical users.
• Collect user feedback and communicate improvement opportunities to Product and Engineering teams.

Required Skills and Experience

• 0-1 years of experience in a technical support role.
• Strong technical troubleshooting skills.
• Practical understanding of Artificial Intelligence concepts and applications.
• Familiarity with APIs, cloud services, and web applications.
• Experience supporting AI-powered systems.

Indicators of Success

Success in this role is demonstrated by the efficient resolution of user issues, a reduction in recurring technical problems, and the consistent maintenance of a high-quality support experience. The specialist will serve as a strong technical bridge, facilitating effective communication between customers, users, AI engineers, software engineers, and product teams.

Work Environment

This is a full-time position based in our Riyadh, Saudi Arabia office, contributing to a team focused on innovative digital intelligence solutions.