Technical Support Specialist (AI)

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

The client technology company that combines artificial intelligence with human insight to help organizations develop deeper communication skills and performance outcomes. Our platform enables individuals to record real interactions, receive personalized feedback, and practice skills through guided AI-assisted role plays. By capturing nuanced interactions and providing data-driven metrics, we help professionals improve leadership and coaching effectiveness.

What You'll Do

First Response & Triage: Analyze reported issues to distinguish between user error, bugs, or feature requests.

Technical Investigation: Route technical issues to the correct engineer with clear, methodical notes using Sentry and Slack.

AI Chatbot Management: Specifically responsible for training and testing AI chatbots (like Intercom's Fin) to ensure automated resolutions are accurate and maintain the brand voice.

Knowledge Management: Maintain a living Help Center to feed the AI chatbot's knowledge base.

Video Onboarding: Record short, clear How-To or onboarding clips (using Loom) to guide customers through platform features.

What You Bring

35 years of professional customer service in a SaaS or high-tech environment.

AI Literate: Proven experience in AI bot tuning (training, testing, and optimizing AI agents like Fin) to improve deflection rates and accuracy.

Tech-Savvy: Expert-level familiarity with Intercom, Slack, Pipedrive, and Sentry. You understand web technology enough to troubleshoot in and out.

Methodical: You don't guess; you investigate, replicate, and document issues step-by-step.

Excellent Communicator: Your written and spoken English is flawless, and you are

comfortable on video.

Our Hiring Process

We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.

Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

Employee as our biggest asset: We are genuinely invested in our people's career and welfare.

Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.