AI-Driven Support Systems Engineer

Amazon.com, Inc.; United Kingdom; On-site; GBP 45,000 - 70,000; Full time

Job summary

A leading e-commerce platform in the UK is looking for a Support Operations Manager who will manage daily operations of the Intercom ticket system and chatbot. You will enhance AI resolution rates and collaborate with third-party vendors, requiring experience with REST APIs and scripting languages. This role offers a stimulating work environment that prioritizes work-life balance and team collaboration, making it perfect for dynamic individuals eager to drive innovative solutions.

Benefits

Healthy work-life balance

Collaborative team atmosphere

Dog-friendly office

Monthly social events

Qualifications

• Experience with REST API-based services and troubleshooting technical systems.
• Knowledge of one or more scripting languages (e.g., Python, Ruby, Perl).
• Experience managing vendor relationships and contracts.
• Strong written and verbal communication skills for diverse audiences.
• Experience with customer support platforms, preferably Intercom.

Responsibilities

• Manage daily operations of Intercom ticket management and chatbot.
• Continuously optimize system performance and user experience.
• Design and implement integrations between Intercom and third-party tools.
• Enhance AI resolution rates through technical optimization.
• Collaborate with vendors to improve support operations.

Skills

Analytical skills

Attention to detail

Effective communication

Scripting languages

Technical troubleshooting

Contract negotiation

Data visualization

Customer support experience

Education

Bachelor's degree in computer science or equivalent

Tools

Intercom

SQL

Quick Sight

Tableau

Power BI

Job description

A leading e-commerce platform in the UK is looking for a Support Operations Manager who will manage daily operations of the Intercom ticket system and chatbot. You will enhance AI resolution rates and collaborate with third-party vendors, requiring experience with REST APIs and scripting languages. This role offers a stimulating work environment that prioritizes work-life balance and team collaboration, making it perfect for dynamic individuals eager to drive innovative solutions.