About this role
This role is ideal for a customer-focused engineer who thrives on solving complex technical challenges at the intersection of generative AI and large-scale SaaS operations. The team at ImagineArt is building a creative AI platform that allows users to generate images and videos from simple prompts, and they are increasingly leveraging an AI agent to handle complex tasks like website deployment and content creation across numerous applications. The Customer Experience Engineer will be central to ensuring a positive experience for a diverse user base, ranging from casual hobbyists to business owners. This individual will move beyond simple ticket resolution to deeply understand the product's mechanics, diagnosing issues at the root cause rather than just addressing symptoms.
This position sits at a critical juncture, bridging the gap between end-users, the product development team, and the core engineering efforts. The engineer will be responsible for identifying and resolving difficult scenarios, such as failed generations or integration failures, while simultaneously building scalable, self-serve support systems. The goal is to transform users who encounter problems into strong advocates for the platform.
A successful candidate will possess a strong technical foundation combined with excellent communication skills. They must be able to translate complex technical failures into clear explanations for non-technical users, while also possessing the ownership and urgency required to manage high-stakes customer issues across different time zones.
What you will do
- Solve challenging user issues, including failed generations, stalled agent runs, broken integrations, and billing problems.
- Reproduce and diagnose bugs by gathering necessary context, including logs, model information, and user account details, to hand off to engineering.
- Develop scalable support infrastructure, such as AI-first chat, help centers, macros, and escalation paths.
- Establish severity tiers and response targets to ensure appropriate support paths for different types of user issues.
- Act as the voice of the customer by compiling weekly reports on top issues, feature requests, and churn reasons.
- Stay informed about new models and features, documenting known issues and preparing support answers.
- Proactively assist power users and creators through onboarding and guidance to achieve faster results.
- Manage retention by handling cancellation, refund, and failed-payment conversations, while identifying patterns leading to churn.
What you need
- Possess at least four years of experience in technical support, support engineering, solutions, or customer success within a SaaS, developer, or AI product environment.
- Demonstrate real technical depth by being able to read browser developer tools, network calls, and error traces.
- Understand core technical concepts such as REST APIs, OAuth, webhooks, and the ability to write SQL and simple scripts in Python or JavaScript for investigation.
- Have daily, hands-on experience with generative AI, including understanding how image, video, and language models differ and how prompting affects output.
- Experience owning customer relationships, including managing escalations and difficult conversations with high-stakes users.
- Must have excellent written English skills to clearly articulate complex technical causes in simple terms.
- Be proficient with support tooling such as Intercom, Zendesk, or Freshdesk for building automations and help centers.
- Exhibit strong product sense, focusing on identifying the underlying cause behind multiple reported issues.
Nice to have
- Software engineering experience or a computer science degree; you have shipped code.
- Scaled support at a consumer app with millions of users, or at a fast-growing AI company.
- Built or tuned an AI support agent, such as retrieval over help docs or LLM-based triage.
- Subscription billing know-how: Stripe, trials, failed payments, refunds, and chargebacks.
- Product analytics experience (Mixpanel, Amplitude, or similar) to link support issues to user behavior.
- Community or creator-program experience: Discord, ambassador programs, user-generated content.
- Fluency in a second language our users speak.
Benefits
- Real revenue, real users, no VC treadmill.
- Decisions are made by engineers and founders, fast.
- Full-time employment.
- Work based in Islamabad.
Skills and tech stack
Questions candidates ask
What is the remote policy for this role?
The role is full-time and based in Islamabad, Pakistan.
What is the expected compensation structure?
The posting does not specify the salary for this role.
What technologies are primarily used in this role?
The required technical skills involve reading browser dev tools, network calls, error traces, understanding REST APIs, OAuth, webhooks, and scripting in Python or JavaScript.
What is the team structure like?
The role sits between users, product, and engineering, and the team is focused on building support that scales faster than headcount.
What is the growth trajectory for the company?
The company is growing, and the role involves hiring and leading people or partners to extend support across time zones and languages as the company grows.