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Job Overview
Location
Bucharest
Job Type
Full-time
Category
Software Engineering
Date Posted
January 1, 2026
Full Job Description
đź“‹ Description
- • Be the human safeguard behind AI that serves millions of customers. As an AI Platform Support Specialist at Crescendo, you will own the reliability, accuracy, and continuous optimisation of our customer-facing AI systems that power support for global brands.
- • Sit at the epicenter of AI operations. You are the control layer between production AI, partner environments, and internal teams—triaging escalations, diagnosing platform and integration issues, and implementing optimisation opportunities identified by AI Quality, Operations, and Partner teams.
- • Monitor live production AI systems 24/7 to ensure stable, high-quality performance. Act as the first response layer for any CX-impacting AI incident, owning triage, investigation, and resolution from ticket creation to post-mortem.
- • Perform deep-dive root cause analysis across AI configuration, workflows, routing logic, and platform behavior. Diagnose platform integration and configuration issues with support CRMs such as Zendesk, Gorgias, and Salesforce Service Cloud.
- • Improve AI accuracy and consistency through behavior tuning and configuration updates. Review, validate, and implement optimisation initiatives related to AI behavior, routing, workflows, and integrations.
- • Introduce safeguards and validation steps to prevent recurring failures and improve long-term reliability. Periodically perform AI health checks across partner environments to ensure systems are aligned to evolving AI capabilities and best practices.
- • Translate CX-impacting AI issues into clear engineering and product work. Provide detailed documentation, root-cause summaries, and remediation recommendations. Partner with Product and Engineering to resolve systemic platform issues.
- • Over time, steward a portfolio of partner AI assistants, maintaining accountability for ongoing performance, stability, and continuous improvement across assigned partner environments. Identify optimisation opportunities specific to each partner and drive improvement initiatives.
- • Contribute directly to the evolution of Crescendo’s AI Support platform and operating model. Identify recurring issues and improvement opportunities that inform roadmap direction. Influence safeguards, validation frameworks, and escalation models as the platform scales.
- • Collaborate daily with Product, Engineering, Operations, and Partner teams to ensure Crescendo’s AI systems remain accurate, stable, and trustworthy at scale. This is not a traditional support role—it is a strategic, technical, and analytical position that shapes the future of AI-driven customer experience.
🎯 Requirements
- • 3+ years supporting production SaaS platforms or technical systems
- • Hands-on experience diagnosing, configuring, and administering support platforms such as Zendesk, Gorgias, Jira, or Salesforce Service Cloud
- • Strong analytical and problem-solving abilities with a high ownership mentality
- • Comfort operating in ambiguity and partnering closely with Product and Engineering teams
- • Zendesk Admin certification or equivalent platform administration experience (nice-to-have)
🏖️ Benefits
- • Fully remote working arrangements from anywhere in Romania
- • Competitive base salary and generous paid time off
- • Attractive benefits package including medical, dental, and vision options applicable per country of residence
- • Training and professional development opportunities in a people-first, values-driven organization
- • Front-row seat to one of the fastest-growing SaaS stories of the decade
Skills & Technologies
About Crescendo Systems Inc.
Crescendo Systems Inc. develops an AI-first customer support platform that unifies voice, chat, email, SMS and social channels into a single omnichannel workspace. Its proprietary large language models ingest historical tickets, knowledge bases and CRM data to autogenerate context-aware responses, suggest next-best actions and surface real-time insights for human agents. The company serves mid-market and enterprise clients seeking to reduce ticket volume, shorten resolution times and maintain brand consistency across languages. Founded in 2018 and headquartered in San Francisco, Crescendo integrates natively with Salesforce, Zendesk, Shopify and leading telephony providers.
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