AI Optimization Specialist, Support

At Halcyon Labs, our mission is to help businesses earn and prove trust.We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Halcyon Labs has a kind and talented team, and while some have prior security experience, many have been successful at Halcyon Labs without it. As a AI Optimization Specialist, Support, you will empower both our customers and Support team by building and maintaining the AI-powered knowledge that fuels our customer-facing chatbot and internal AI Copilot. You’ll collaborate closely with Support, Customer Education, Product, and Engineering teams to ensure our AI tools deliver accurate, helpful responses while enhancing customer experience and support efficiency at scale. This is a unique opportunity to shape the future of AI in support operations. You’ll own the strategy, design, optimization, and performance tracking of our chatbot and internal Copilot, ensuring both are trusted, high-performing tools. Our goal is to provide best-in-class Technical Support to our customers. Our team’s mission: “We make complex solutions seem simple, and are leaders in customer education”. We build strong partnerships with our customers through trust and transparency, for this reason our Technical Support Metrics are available publicly. What you’ll do as a AI Optimization Specialist, Support at Halcyon Labs: Leverage and Test AI-Driven Knowledge Collaborate with Customer Education to ensure AI tools (chatbot and Copilot) are drawing from the most effective and accurate content. Identify performance gaps, broken experiences, or edge cases that indicate content or structural improvements are needed. Provide feedback loops and insights to inform content updates based on how users interact with AI systems. Enhance the Internal AI Copilot Build and maintain internal knowledge resources (e.g., Guru cards, internal snippets) to help the support team resolve customer issues quickly and confidently. Ensure the Copilot can answer internal process, policy, and ownership questions effectively. Optimize Support’s AI Chatbot Workflows Own and refine chatbot workflows, guidance, and custom answers within Intercom. Use data and real-time behavior to continuously iterate and improve. Develop Deep Product and Customer Understanding Use your exposure to customer interactions to shape better AI responses and identify high-value improvement opportunities. Build strong internal product expertise to anticipate customer needs and support gaps. Leverage Data for Continuous Improvement Analyze chatbot and Copilot performance data to identify friction points and prioritize improvements. Report actionable insights to stakeholders to drive buy-in and alignment. Design and Optimize Conversational Flows Design personalized and effective conversational flows using Intercom’s AI capabilities. Leverage historical data, customer feedback, and system behavior to reduce fallback rates and enhance automation. Drive Strategic AI Design and Impact Own and continuously improve how AI handles inbound support interactions, with a focus on increasing resolution rates, accuracy, and customer satisfaction. Drive increases in AI involvement, resolution rates, and CSAT by strategically optimizing how AI is used across support touchpoints. Use insights from real support conversations to guide strategic decisions around AI behavior, fallback handling, and escalation logic. Align with Cross-Functional Roadmaps Partner with Product, Engineering and Design to stay ahead of upcoming launches and ensure the AI chatbot and AI Copilot are prepared to support new or updated customer-facing workflows. Anticipate where AI coverage may be impacted and proactively guide conversation design and fallback planning for those scenarios. Stay Close to Customer Challenges Through Support Take on a small volume of support tickets to stay grounded in real customer challenges, deepen product expertise, and identify opportunities to improve AI flows based on actual user needs and language. How to be successful in this role: Support Expertise: Proven experience in technical troubleshooting and handling customer inquiries (TSS/SR TSS preferred). This is core to understanding both customer needs and how to structure effective support content and flows. AI Experience: Exposure to AI-powered support tools and a strong interest in developing expertise in chatbot design, automation, and conversation optimization. Content Creation & Curation: Strong writing and organizational skills for crafting and maintaining structured knowledge (e.g., snippets, Guru cards, internal documentation) that feeds both chatbot and Copilot accuracy. Problem-Solving & Iteration: Demonstrated ability to identify gaps, anticipate edge cases, and iterate quickly. This includes thinking systematically about how to improve workflows and scale support through automation. Product & Process Knowledge: Familiarity with internal tools and systems