AI Support Engineer

We're hiring an AI Support Engineer to work directly with the founder and build the systems that power customer support at Bolna. This isn't a traditional support role — you'll use AI to make support scale, and you'll partner closely with the business team on the customer conversations that matter most.

What you'll do

• Work directly with the founder to design and continuously improve how customer support runs at Bolna
• Pull and collate data from Intercom to spot patterns, recurring issues, and gaps in how customers are being helped
• Build AI-powered workflows that triage, answer, and resolve customer support queries with less manual effort
• Design the systems and processes behind a streamlined, scalable support flow — from triage to escalation to resolution
• Step in directly on critical customer support situations alongside the business team when it matters
• Turn recurring support themes into feedback for product and engineering

What we're looking for

• 1–3 years of experience in a support, ops, or technical customer-facing role — ideally somewhere that rewarded building your own tools and process, not just following a playbook
• Hands-on comfort with AI tools/workflows (prompting, automations, agent builders) — you don't need to be an ML engineer, but you should be someone who reaches for AI to solve a workflow problem
• Experience with Intercom or a similar support/helpdesk tool
• Sharp, structured communicator — equally comfortable writing to customers and to the founder
• Comfortable with ambiguity — this role is being built as you build it

Nice to have

• Experience setting up support automations, chatbots, or AI agents in a real product company
• Familiarity with SQL or basic scripting to pull/analyze support data
• Startup experience, especially in a 0-to-1 function