About this role
About WeSuiteA 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 EngineerThis 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 OwnAgent Development & Ownership
Own the performance of WeSuite Walt, our support bot, as a product responsibility — not a side taskDesign, build, and iterate on agent resolution flows for defined ticket categoriesIdentify ticket classes suitable for full or partial autonomous resolution and drive them to automationPrompt engineer and tune agent responses against real ticket data, measuring accuracy and resolution rateEstablish and close feedback loops: when an agent fails, diagnose why, fix the underlying gap, and retestContinuously expand the scope of what agents can resolve without human interventionProduct 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 currentTreat 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 WeSuite's platform, common failure modes, and client use patterns to translate that knowledge into agent-ready content and logicCollaborate with QA and Product Management to stay ahead of platform changes that affect agent accuracyKnowledge Infrastructure
Own and manage the Knowledge Base as a living system agents draw from — not a static document libraryUse AI tools (Gemini, Scribe, etc.) to accelerate article creation while owning the quality and structure of what gets publishedEnsure Knowledge Base architecture supports agent retrieval — structure, tagging, and coverage matter as much as content qualityEscalation & Defect Triage
Handle escalations that agents cannot resolve, using Devin AI to structure and analyze code defects before Development handoffCollaborate with QA to validate resolution before new releasesActively work to reduce the escalation rate over time by feeding learnings back into agent workflowsMetrics & Continuous Improvement
Track and own agent performance metrics as the primary measure of role successReport on automation coverage, deflection rate trends, and resolution quality alongside traditional support KPIsBring a continuous improvement mindset to both the agent layer and your own direct support work
Who You AreQualifications
3–5 years of SaaS customer support experience, preferably in an enterprise environmentDemonstrated experience building or improving AI agents, chatbots, or automated support workflows — not just using AI tools passivelyStrong prompt engineering instincts and comfort working iteratively with LLM-based toolsHands-on Zendesk experience including workflow configuration and reportingAbility to develop deep product knowledge quickly and translate it into structured, agent-usable contentStrong written communication skills — clarity of thought directly impacts agent qualityComfort operating in a metrics-driven environment with ownership over outcomes, not just activitiesNice-to-Haves
Experience owning a support bot or virtual agent end-to-endFamiliarity with knowledge base architecture and content strategy for agent retrievalExposure to structured defect reporting or basic QA processesBackground in sales, quoting, or CRM-adjacent SaaS platformsExperience with agentic AI frameworks or workflow automation tools
Why WeSuite?High Autonomy, High Impact: You're not inheriting a finished system — you're building one, with real ownership over its direction and performanceSerious Career Growth: Clear growth path as agent capabilities, platform complexity, and team scope expandLearning-Driven Culture: Deep product knowledge is valued and developed here, not assumed or outsourcedEntrepreneurial Energy: Direct, visible impact on how the company scales support without scaling headcount linearlyCompetitive Offer: $70,000 – $80,000 compensation, health, dental, vision, PTO, and moreTeam-First Mindset: A team that takes AI seriously as infrastructure — and that means you'll always have room to grow
Join UsMost support teams are asking how AI can help their people work faster. WeSuite is asking a different question: how do we build a support system where agents handle the predictable, repeatable work at scale — and our people focus on what requires genuine judgment and expertise?
This role is the answer. At WeSuite and Valsoft, you'll make a real impact from Day 1.
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