AI Technical Support Specialist

AI Technical Support SpecialistDigital Intelligence Foundations is looking for an AI Technical Support Specialist to join our team in Riyadh, Saudi Arabia.This role is responsible for providing technical support to users of our AI-powered platforms and digital solutions, diagnosing technical issues, coordinating with engineering teams, and ensuring a reliable and professional customer experience.The ideal candidate combines strong technical troubleshooting skills with a practical understanding of Artificial Intelligence, APIs, cloud services, web applications, and AI-powered systems.ResponsibilitiesProvide technical support for users and clients across our AI platforms and digital products.Receive, analyze, troubleshoot, and resolve technical support requests.Diagnose application, API, authentication, integration, configuration, and connectivity issues.Support users of AI-powered solutions including Generative AI, conversational AI, speech AI, NLP, and intelligent automation platforms.Assist customers with product configuration, onboarding, and platform usage.Reproduce reported issues and document technical findings clearly.Escalate complex bugs and technical problems to Software, AI, Cloud, or DevOps engineering teams.Follow up on reported incidents until successful resolution.Monitor system behavior and identify recurring technical issues.Maintain technical support documentation, FAQs, troubleshooting guides, and knowledge-base articles.Support API integrations and help users understand technical requirements and configurations.Test fixes and new releases before communicating resolutions to customers.Track support tickets, response times, resolution times, and recurring issues.Communicate technical information clearly to both technical and non-technical users.Collect user feedback and communicate improvement opportunities to Product and Engineering teams.Qualifications2–5 years of experience in Technical Support, Application Support, IT Support, Software Support, or a related technical role.Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.Good understanding of Artificial Intelligence and modern AI applications.Strong troubleshooting and analytical problem-solving skills.Experience supporting web applications, SaaS platforms, APIs, or cloud-based systems.Working knowledge of REST APIs, HTTP, JSON, authentication, and system integrations.Basic knowledge of databases and SQL.Familiarity with cloud environments such as Microsoft Azure or AWS.Ability to investigate application logs and identify technical errors.Strong customer service and communication skills.Ability to manage multiple technical support cases and prioritize issues effectively.Professional proficiency in Arabic is required.Good professional English proficiency for technical documentation and communication.Preferred QualificationsExperience supporting AI, Machine Learning, Generative AI, NLP, Speech AI, STT/TTS, or chatbot solutions.Familiarity with Python, SQL, Postman, Git, Docker, Azure, AWS, or monitoring tools.Experience with ticketing systems, CRM platforms, help desks, or knowledge-base systems.Experience supporting enterprise customers and technical integrations.Understanding of incident management, SLAs, technical escalation, and root-cause analysis.What Success Looks LikeSuccess in this role means resolving user issues efficiently, reducing recurring technical problems, maintaining a high-quality support experience, and acting as a strong technical bridge between customers, users, AI engineers, software engineers, and product teams.Location: Riyadh, Saudi ArabiaWork Type: Full-Time – OnsiteExperience: 2–5 YearsLevel: Mid-LevelDigital Intelligence FoundationsSupporting intelligent solutions with reliable technical expertise.