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Customer & Operations Program Specialist
Full-time
About the Company
fileAI builds AI-powered workflows that turn unstructured documents into structured business outcomes. We help organisations automate document-heavy processes across operations, finance, compliance, and customer workflows - reducing manual work, improving accuracy, and unlocking the value of enterprise data at scale.
About the Role
We're hiring a Technical Support Specialist to fill a real gap on our team: nobody currently owns prompt engineering and complex AI-configuration work for our V2 platform. V2 isn't a plug-and-play product, many customer requirements (custom report generation, multi-document consolidation, connector-app style integrations) need someone who can translate a business requirement into an effective AI prompt or schema, not just troubleshoot a known bug. This role also absorbs customer onboarding/training sessions, currently unresourced, and acts as the technical bridge between Support and Engineering/Product when issues genuinely require deeper investigation.
Responsibilities
Own prompt engineering and AI schema design for complex or non-standard customer requirements on V2 (e.g. multi-document consolidation, custom report formats)
Act as the senior escalation point for technical issues L1 can't resolve, working directly with Engineering/Product/Delivery to close the loop
Run customer onboarding and platform training sessions as new accounts go live, currently a gap with no dedicated owner
Partner with Support leadership to build reusable prompt/schema templates so common requirements don't require one-off engineering each time
Support migration execution on the most technically complex accounts (large org counts, custom integrations, non-standard export requirements)
Document technical patterns and known issues so the wider Support team can self-serve more over time
Qualifications
Demonstrated experience with prompt engineering / working hands-on with LLMs (schema design, prompt refinement, testing for accuracy)
Strong technical troubleshooting ability, comfortable reading API docs, testing integrations, and working with engineering tickets (Jira)
Excellent communication skills, able to run a customer-facing training session as confidently as a technical deep-dive with engineers
Experience in a SaaS or AI-product support/solutions environment
Required Skills
Experience with prompt engineering / working hands-on with LLMs (schema design, prompt refinement, testing for accuracy)
Strong technical troubleshooting ability, comfortable reading API docs, testing integrations, and working with engineering tickets (Jira)
Excellent communication skills, able to run a customer-facing training session as confidently as a technical deep-dive with engineers
Experience in a SaaS or AI-product support/solutions environment
Preferred Skills
Experience with document AI / OCR / extraction platforms specifically
Prior experience building or configuring integrations (Xero, NetSuite, or similar accounting/ERP connectors)
Experience designing or delivering customer training/onboarding programs
Why Join fileAI
Play a central role in improving how engineering operates as the company scales.
Work closely with senior leaders and cross-functional teams on high-priority initiatives.
Help shape the execution engine behind a fast-growing AI company.
Join a team solving meaningful enterprise automation and workflow challenges.
fileAI is committed to diversity and inclusivity in the workplace.
