Customer Experience Engineer

Role Overview

Support is one of the most important jobs at ImagineArt. The Customer Experience Engineer will own the experience end to end, fixing problems at the root, not just closing tickets.

What You Will Do

Solve the hardest cases yourself, reproduce and diagnose bugs, and build support that works for millions of users.

Why It Might Be a Fit

The ideal candidate will have real technical depth, experience owning customer relationships, and excellent written English skills.

Requirements

• 4+ years in technical support, support engineering, solutions, or customer success at a SaaS, developer, or AI product
• Real technical depth, including reading browser dev tools, network calls, and error traces, and understanding REST APIs, OAuth, and webhooks
• Daily, hands-on use of generative AI, including knowledge of image, video, and language models, and how prompting shapes output
• Experience owning customer relationships, including escalations, hard conversations, and high-stakes users
• Excellent written English skills, including explaining complex technical causes in three plain sentences
• Hands-on with support tooling such as Intercom, Zendesk, or Freshdesk
• Product sense, including seeing the one cause behind twenty tickets and pushing for the fix upstream
• Ownership and urgency, including treating broken things for users in another time zone as yours

Benefits

• Real revenue, real users, no VC treadmill
• Genuinely hard technical problems at the intersection of AI and scale
• Full-time, based in Islamabad