AI Platform Support Specialist

Role DetailsLocation: HN - San Pedro Sula or TegucigalpaWork Arrangement: RemoteType of Support: Phone, Email, ChatContract Duration: Full-Time, PermanentTraining Schedule: Open to shifting schedules (subject to business requirements)Work Schedule: Open to shifting schedules (subject to business requirements)Expected Start Date: Immediately About UsCrescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep.More than that, Crescendo is about people. We dont just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and lets build the future of customer experience together.Welcome to Crescendo. Welcome to whats next. The RoleCrescendo is hiring an AI Platform Support Specialist to own the reliability and continuous optimization of our customer-facing AI systems that support Crescendos partners.This role sits at the center of Crescendos AI operations. You will act as the control layer between production AI systems, partner environments, and internal teams, managing escalations, diagnosing platform and integration issues, and implementing optimization opportunities identified by Crescendos AI Quality, Operations, and partner teams.Over time, this role will evolve into owning a portfolio of partner AI assistants, with accountability for ongoing performance, reliability, and continuous improvement across assigned partner environments.You will work across live production environments to ensure Crescendos AI platform is stable, accurate, and continuously improving at scale.This is not a traditional support role. You will be responsible for diagnosing systemic AI and platform issues, coordinating resolution with Product and Engineering teams, and introducing safeguards that protect partner customer experience as the platform this role, you will collaborate closely with Product, Engineering, Operations, and Partner teams to ensure Crescendos AI systems remain accurate, stable, and trustworthy at scale. What Youll Do:Own AI Reliability, Optimisation and HealthMonitor production AI systems and partner environments to ensure stable, high quality performanceAct as the first response layer for CX impacting AI incidents and escalationsOwn triage, investigation, and resolution of AI escalationsPerform root cause analysis across AI configuration, workflows, routing logic, and platform behaviorDiagnose platform integration and configuration issues with support CRMs such as Zendesk, Gorgias, and Salesforce Service CloudImprove AI accuracy and consistency through behavior tuning and configuration updatesImplement optimisation opportunities identified by Crescendos AI Quality, Operations, and Partner teamsReview, validate, and implement optimisation initiatives related to AI behavior, routing, workflows, and integrationsIntroduce safeguards and validation steps to prevent recurring failures and improve long term reliabilityPeriodically perform AI health checks across partner environments to ensure systems are aligned to evolving AI capabilities and best practicesIdentify patterns in AI failure modes and drive long term reliability improvementsAct as the Escalation Interface LayerTranslate CX impacting AI issues into clear engineering and product workProvide detailed documentation, root cause summaries, and remediation recommendationsPartner with Product and Engineering to resolve systemic platform issuesSteward Partner AI PerformanceManage a portfolio of partner AI assistants over time, maintaining accountability for performance, stability, and continuous improvementIdentify optimisation opportunities specific to partner environments and drive improvement initiativesSupport long term partner success through proactive AI performance stewardshipShape the Evolution of AI SupportContribute directly to the evolution of Crescendos AI Support platform and operating modelIdentify recurring issues and improvement opportunities that inform roadmap directionInfluence safeguards, validation frameworks, and escalation models as the platform scales What We Expect From You:Three or more years of experience supporting production SaaS platforms or technical systemsExperience diagnosing, configuring, and administering support platforms such as Zendesk, Gorgias, Jira, or Salesforce Service Cloud, including workflows, routing logic, and integrationsDemonstrated ability to partner closely with Product and Engineering teamsStrong analytical and problem-solving abilitiesHigh ownership mentality and comfort operating in ambiguityZendesk Admin certification or equivalent platform administration experience is desirable What Youll Get In Return:Remote working arrangementsCompetitive base salaryGenerous paid time off Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees Training and professional development opportunitiesBe part of a people-first, values-driven organizationWork with innovative global partners and diverse teamsA front-row seat to one of the fastest SaaS growth stories of the decadeThe chance to say: “I was there from the start.??Company Culture Is At Our CorennCore values give our work intention and our culture its edge. Theyre the standards we hold for ourselves, our partners, and each other.nnntCare for others: Empathy is a key driver. When people thrive, so does the mission.ntEmbrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.ntManifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel whats next.ntTake ownership: Bold choices with integrity at the core—thats how impact lasts.ntBe humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.nnnCrescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.nnWe are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact

Created: 2026-02-04