Lead AI Customer Engineer — Fanatic Customer Support

Location: Hyderabad (India)
Team: Fanatic Customer Support, Kore.ai

About the Role

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.

You Might Thrive in This Role If

●       You have 6–10 years of experience in technical support, developer support, solutions engineering, or site reliability roles.

●       You are comfortable using emerging technologies (ie. Claude Code, OpenAI Codex, Cursor, etc.) to script or engineer code (e.g., Python or similar) for automating repetitive tasks and integrating tools.

●       You enjoy working directly with customers and solving technically complex production issues.

●       You have strong debugging skills and experience with APIs, distributed systems, and cloud platforms.

●       You have experience supporting enterprise SaaS or developer platforms.

●       You communicate clearly and confidently with both technical and non-technical stakeholders.

●       You bring a customer-obsessed mindset and take ownership of problems end-to-end.

●       Experience with AI platforms, conversational AI, LLM systems, or machine learning workflows is a strong plus.

EDUCATION QUALIFICATION

●      Graduate in Engineering OR Masters in Computer Applications