Kerja Sepenuh Masa, Customer - Operations Program Specialist di FileAI Federal Territory - Maukerja

About the Company

fileAI builds AI-powered workflows that turn unstructured documents into structured business outcomes. We help organisations automate document-heavy processes across operations, finance, compliance, and customer workflows - reducing manual work, improving accuracy, and unlocking the value of enterprise data at scale.

About the Role

We're hiring a Technical Support Specialist to fill a real gap on our team: nobody currently owns prompt engineering and complex AI-configuration work for our V2 platform. V2 isn't a plug-and-play product, many customer requirements (custom report generation, multi-document consolidation, connector-app style integrations) need someone who can translate a business requirement into an effective AI prompt or schema, not just troubleshoot a known bug. This role also absorbs customer onboarding/training sessions, currently unresourced, and acts as the technical bridge between Support and Engineering/Product when issues genuinely require deeper investigation.

Responsibilities

• Own prompt engineering and AI schema design for complex or non-standard customer requirements on V2 (e.g. multi-document consolidation, custom report formats)
• Act as the senior escalation point for technical issues L1 can't resolve, working directly with Engineering/Product/Delivery to close the loop
• Run customer onboarding and platform training sessions as new accounts go live, currently a gap with no dedicated owner
• Partner with Support leadership to build reusable prompt/schema templates so common requirements don't require one-off engineering each time
• Support migration execution on the most technically complex accounts (large org counts, custom integrations, non-standard export requirements)
• Document technical patterns and known issues so the wider Support team can self-serve more over time

Qualifications

• Demonstrated experience with prompt engineering / working hands-on with LLMs (schema design, prompt refinement, testing for accuracy)
• Strong technical troubleshooting ability, comfortable reading API docs, testing integrations, and working with engineering tickets (Jira)
• Excellent communication skills, able to run a customer-facing training session as confidently as a technical deep-dive with engineers
• Experience in a SaaS or AI-product support/solutions environment

Required Skills

• Experience with prompt engineering / working hands-on with LLMs (schema design, prompt refinement, testing for accuracy)
• Strong technical troubleshooting ability, comfortable reading API docs, testing integrations, and working with engineering tickets (Jira)
• Excellent communication skills, able to run a customer-facing training session as confidently as a technical deep-dive with engineers
• Experience in a SaaS or AI-product support/solutions environment

Preferred Skills

• Experience with document AI / OCR / extraction platforms specifically
• Prior experience building or configuring integrations (Xero, NetSuite, or similar accounting/ERP connectors)
• Experience designing or delivering customer training/onboarding programs

Why Join fileAI

• Play a central role in improving how engineering operates as the company scales.
• Work closely with senior leaders and cross-functional teams on high-priority initiatives.
• Help shape the execution engine behind a fast-growing AI company.
• Join a team solving meaningful enterprise automation and workflow challenges.

Equal Opportunity Statement

fileAI is committed to diversity and inclusivity in the workplace.