Senior AI Analyst (Support Agent)- Cortex

Are you an AI Analyst ready to translate raw model output into a reliable, high-quality production system? Do you excel at the craft of Prompt Engineering and thrive on the challenge of ensuring Generative AI output meets rigorous quality standards in mission-critical applications? Join our R&D Operations Team. You will be the AI analyst responsible for the end-to-end quality, performance, and operational tuning of our Generative AI-driven support system (Co-Pilot). Your mission is to actively shape the model's intelligence, govern the data it uses, and implement the mechanisms that guarantee its accuracy, directly accelerating our customer support engineering velocity.
Key Responsibilities
Support & Customer Advocacy: Champion the Support Journey in Engineering. Develop in-product support instructions that reflect and address real incoming cases, enhancing the quality and effectiveness of AI feature solutions.
Model Quality Validation: Use existing evaluation platforms and methodolog

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Required Qualifications
Minimum of 5+ years of professional experience in a blend of technical and analytical roles (e.g., Automated QA, Support Enablement, Data Analysis,AI Research. Prompt Engineering, MLOps), with a proven track record operating at the critical intersection of customer operations, data management, and AI/ML systems
AI/ML/LLM Foundation: Possesses a high-level understanding of AI tools, LLMs, machine learning, and applicative AI principles.
Python Proficiency: Proficient in Python for practical applications, including scripting, data processing, and building automation solutions.
Customer Domain Mastery: Demonstrated experience in customer-facing roles with a strong operational understanding of the Customer Support domain (workflows, knowledge base management, optimization).
Technical Communication: Strong skills in translating observed model performance issues and Agentic Action requirements into clear, prioritized technical requirements for R&D teams.
Ownership: A