AI Support Engineer

About this role

### About WeSuite

*A Fluent Software Group Company*

WeSuite builds specialized software for the security systems industry — helping integrators and dealers manage quoting, sales workflows, and client relationships more effectively. We're on a mission to build a support organization where AI agents handle the majority of resolution work, freeing our team to focus on what requires genuine judgment, product expertise, and client relationships.

We take AI seriously as infrastructure, not just tooling — and we're looking for people who do too.

### The Opportunity: AI Support Engineer

This is not a traditional support role with AI tools added on. It's an agent-building and agent-ownership role that requires genuine support instincts, strong technical curiosity, and a systems mindset. You'll resolve real tickets, develop deep product knowledge, and constantly think about how to turn what you just learned into something an agent can handle next time — without human intervention.

### What You'll Own

Agent Development & Ownership

• Own the performance of WeSuite Walt, our support bot, as a product responsibility — not a side task
• Design, build, and iterate on agent resolution flows for defined ticket categories
• Identify ticket classes suitable for full or partial autonomous resolution and drive them to automation
• Prompt engineer and tune agent responses against real ticket data, measuring accuracy and resolution rate
• Establish and close feedback loops: when an agent fails, diagnose why, fix the underlying gap, and retest
• Continuously expand the scope of what agents can resolve without human intervention

Product Knowledge as Infrastructure

• Work a meaningful volume of real tickets as a core part of the role — this is how client understanding and product knowledge are built and kept current
• Treat every ticket as a data point: does the agent know how to handle this? If not, why not, and what needs to change?
• Develop expert-level fluency in WeSuit...