Support Engineering Bot Moderator

About Kandji

Kandji is the Apple device management and security platform that empowers secure and productive global work. With Kandji, Apple devices transform themselves into enterprise-ready endpoints, with all the right apps, settings, and security systems in place. Through advanced automation and thoughtful experiences, we’re bringing much-needed harmony to the way IT, InfoSec, and Apple device users work today and tomorrow.

Some of the smartest money in tech has partnered with Kandji to realize our vision, including Tiger Global, Felicis, Greycroft, First Round Capital, and Okta Ventures. In July 2024, Kandji raised $100 million in capital from General Catalyst, bringing Kandji’s valuation to $850 Million.

Since Kandji’s Series C in 2021, the company has seen a 600%+ increase in annual recurring revenue, and its customer base has grown nearly 4X across 40+ industries. Notable customers include Allbirds, Canva, and Notion, and the company has partnerships with such industry giants as ServiceNow, AWS, and Okta.

Kandji was also named to Forbes’ Next Billion Dollar Startup List 2023 and recognized as a top venture-backed startup with the potential to reach unicorn status.

The Opportunity

As part of the Support Operations team, the Support Engineering Bot Moderator is essential in shaping and enhancing Kandji’s AI chatbot capabilities. This role is critical in ensuring chatbots delivers precise, helpful, and safe interactions, continuously refining its conversational skills.

The Support Engineering Bot Moderator will assist with the development and refinement of operational guidelines for AI, ensuring consistent and accurate responses. This position involves close collaboration with Technical Writers and Support Engineers to adapt these guidelines as needed, based on real-time interactions and feedback. The successful candidate should possess a strong understanding of AI systems and Support Engineering dynamics (experience in Apple Device Management/ Administration), occasionally engaging directly with customer interactions to gain valuable insights that inform ongoing improvements.

Required to work on-site in our Coral Gables office Monday - Friday.

• AI Instruction Development: Develop and refine operational guidelines to direct the AI interactions. These directions help maintain consistent and accurate interactions, ensuring the AI adheres to specific response protocols. You'll collaborate with technical writers to suggest and review these guidelines, adapting them as needed for various situations.

• AI Conversation Oversight: Monitor ongoing AI interactions to ensure quality and safety. You'll have the authority to intervene in conversations that require human oversight, transitioning them to Support Engineers when necessary. Gather feedback from these interactions to propose improvements and refine the AI's capabilities.

• Prompt Management and Enhancement: Use insights from monitored conversations to enhance the AI's prompts. In critical situations, you'll implement adjustments to ensure specific responses are delivered accurately. Collaborate with the Support Engineering team to test and update these prompts for optimal performance.

• Maintain a Support Engineering Context: Work alongside Support Engineering from time to time, taking both chats and tickets to stay informed about real-world challenges and improve content and instruction relevance.

• Experienced administrator with familiarity managing Apple devices.
• Proven experience in Support Engineering/Technical Support.
• Proven experience in AI systems or chatbot management.
• Strong understanding of customer support operations.
• Excellent problem-solving skills and attention to detail.
• Ability to collaborate effectively with cross-functional teams.
• Experience in monitoring and analyzing conversational data.
• Strong communication skills, both written and verbal.
• Ability to adapt quickly to changing situations and requirements.
• Familiarity with prompt engineering or similar methodologies is a plus.
• Experience in support engineering tasks to better understand product usage scenarios.

Benefits & Perks

 • Competitive salary

 • 100% individual and dependent medical + dental + vision coverage

 • 401(k) with a 4% company match

 • 20 days PTO

 • Health and wellness days

 • Kandji Wellness Week the first week in July

 • Equity for full-time employees

 • Up to 16 weeks of paid leave for new parents

 • Paid Family and Medical Leave

 • Modern Health - Mental Health Benefits - Individual and Dependents

• Fertility Benefits

 • Working Advantage Employee Discounts

 • Free onsite fitness center

 • Free parking

 • Lunch 5 days/week

 • Exciting opportunities for career growth

 • An outstanding, inclusive culture

We are excited to be serving a significant need for a fast-growing market, and are proud of the high-performing team we have brought together so far. If you’re someone who wants to engage in new, exciting projects that will challenge your skills in the best way possible, we would love to connect with you.

At Kandji we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.

Kandji is proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law.