Support Operations & AI Automation Engineer
Guardz, Tel Aviv-Yafo, Tel Aviv District, Israel +1
About the job
Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $85M in funding and rallying a dedicated team of 120 industry professionals. Our vision is to foster a safer digital landscape for small and medium businesses across the globe. To this end, we introduced our comprehensive all-in-one platform, and continue to grow and expand our team, our partnerships and our revenue.
As our Support Systems & AI Engineer, you'll own the systems behind Guardz's AI-first support: Guardy, our support agent; the support platform it runs on; and the AI agents that classify escalations, investigate issues, and draft fixes that make Guardy smarter. You'll also be Support's Tier 4 escalation point, taking strategic customer bugs from root cause to a tested, merged fix.
As the first hire in this role, you'll report to the Director of Support.
Responsibilities
- Support AI Performance: Own Fin Guidance, Procedures, Data Connectors and escalation rules, batch-testing and simulating every change before it goes live, and own the Support AI roadmap and Guardy’s resolution and automation rates.