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.
