About the role
We are looking for a systems-minded professional to bridge the gap between technical support and automation engineering. This is not a traditional "ticket-taking" role. You will be the primary owner of our Self-Service Ecosystem , using AI and CRM automation to ensure our customers find answers before they ever need to reach out to a human. What You’ll Do Prototyping and Experimentation: Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data Salesforce Operations: You will identify and help implement workflow improvements within Salesforce to make our internal processes faster and more automated. Root-Cause Escalations: You will handle high-level technical escalations, but with a twist—your primary goal is to use those escalations to update our AI and Knowledge Base so the issue never happens again. Technical Enablement: You will own the "Technical Truth" for our offshore partners, creating automated training modules and QA frameworks to ensure they are performing at a high technical standard. Peak Period Support : During peak periods, you will act as a core technical support agent, directly handling complex cases, critical system issues, and high-priority user requests, ensuring rapid resolution while maintaining service reliability and operational standards. Knowledge Management : Develop a cross-platform content strategy that optimizes the Knowledge Base for 'Search-First' and 'AI-First' discovery, ensuring high semantic relevance for LLM retrieval. Why You’re a Fit You have 1–2 years in a technical support or helpdesk environment. You can look at a confusing technical error and immediately rewrite it into a clear, helpful solution that a non-technical user can understand. You have an understanding of Salesforce’s backend setup (you don't need to be a certified Admin, but you should know how to navigate the backend and understand how data flows). You have a logic-first mindset —you enjoy building "If/Then" scenarios and workflows. You are passionate about AI and Automation and want a role where you can actually build and manage these tools, not just use them. Any experience using or experimenting with AI or vibe coding is a plus! This is a Career Launchpad role for high-potential learners, we value your ability to learn and build Success Metrics Deflection Rate: Reducing the percentage of simple inquiries reaching