Customer Experience Engineer

Location: Islamabad, Pakistan Employment Type: Full-time ABOUT IMAGINEART ImagineArt is a creative AI platform used by millions of people in almost every country. They generate images and video with every leading model from one prompt bar. More and more of them work through Imagine Computer, our AI agent. It chats, remembers, and does the work: it builds and deploys websites, writes docs, sheets and slides, produces motion design, and runs scheduled tasks across 500+ connected apps. Our users range from hobbyists making one image for fun to founders and store owners producing whole brand campaigns. We build at the frontier of generative AI, so much of what our users touch is brand new. THE ROLE Support is one of the most important jobs at ImagineArt. Our users span every language, skill level, and stake: a hobbyist whose image won't render and a store owner whose campaign stopped overnight both need a fast, correct answer. We're hiring a Customer Experience Engineer to own that experience end to end. You'll know the product as deeply as the engineers who build it: how models behave, why a generation fails, how an integration connects, what a billing event did. You'll use that depth to fix problems at the root, not just close tickets. You'll sit between users, product, and engineering, and your job is to turn the people you help into ImagineArt's loudest ambassadors. WHAT YOU'LL DO - Solve the hardest cases yourself: failed or poor generations, agent runs that stall, integrations that won't connect, deployed sites that break, and billing, trial, and subscription problems. - Reproduce and diagnose bugs, then hand engineering everything it needs: steps, logs, model and account context, severity, and how many users it hits. - Build support that works for millions of users: AI-first chat and self-serve, a help center, macros, routing, and escalation paths that scale faster than headcount. - Set severity tiers and response targets, so a business blocked mid-campaign gets a different path than a how-to question. - Be the voice of the customer inside the company: a weekly readout of top issues, feature requests, and churn reasons, with the numbers to rank them. - Learn new models and features before they launch, write the docs and known-issues notes, and prepare answers for the questions that follow. - Look after power users, creators, and businesses: proactive onboarding, check-ins, and the fastest path to results. - Turn happy users into ambassadors: find advocates, collect their use cases and testimonials, and bring them into community and referral programs. - Protect retention: handle cancellation, refund, and failed-payment conversations, and flag the patterns that make people leave. - As we grow, hire and lead the people or partners who extend this across time zones and languages. WHAT YOU BRING - 4+ years in technical support, support engineering, solutions, or customer success at a SaaS, developer, or AI product. - Real technical depth. You read browser dev tools, network calls, and error traces; you understand REST APIs, OAuth, and webhooks; you write SQL and simple scripts in Python or JavaScript to investigate and automate. - Daily, hands-on use of generative AI. You know how image, video, and language models differ, how prompting shapes output, and why a result fails. - Experience owning customer relationships: escalations, hard conversations, and high-stakes users, handled with calm judgment. - Excellent written English. You can explain a complex technical cause in three plain sentences to someone who has never heard of it. - Hands-on with support tooling such as Intercom, Zendesk, or Freshdesk: help centers, macros, automations, and AI agents. - Product sense. You see the one cause behind twenty tickets and push for the fix upstream. - Ownership and urgency. When something breaks for users in another time zone, you treat it as yours. NICE TO HAVE - Software engineering experience or a computer science degree; you have shipped code. - You have scaled support at a consumer app with millions of users, or at a fast-growing AI company. - You have built or tuned an AI support agent, such as retrieval over help docs or LLM-based triage. - Subscription billing know-how: Stripe, trials, failed payments, refunds, and chargebacks. - Product analytics experience (Mixpanel, Amplitude, or similar) to link support issues to user behavior. - Community or creator-program experience: Discord, ambassador programs, user-generated content. - Fluency in a second language our users speak. WHY IMAGINEART - Real revenue, real users, no VC treadmill. Decisions are made by engineers and founders, fast. - Genuinely hard technical problems at the intersection of AI and scale. - Full-time, based in Islamabad.