Customer Success Engineer, AI & Automation

CUSTOMER SUCCESS | INTERCOM FIN AI | HANDS-ON TECHNICAL ROLE

About Illumine

Illumine is an AI-powered childcare management platform helping preschools, daycare centers, and multi-location childcare operators simplify their operations, improve parent engagement, and deliver better learning experiences.

From enrollment and billing to parent communication, curriculum management, staff operations, and

AI-powered workflows, Illumine brings the entire childcare operation into one connected platform.

We work with childcare operators across the US, Middle East, Southeast Asia, and other global markets. As we continue to grow, AI is becoming central to how we deliver customer support, onboard current accounts, and help customers get more value from Illumine.

About the Role

We are hiring a Customer Success Engineer who will own the implementation, training, deployment, and continuous improvement of our AI-powered customer support and onboarding experience. You will work extensively with Intercom Fin AI Agent, along with other AI technologies and automation tools, to build an intelligent support system that can answer everything from simple product questions to complex, multi-step operational queries. But this role goes beyond setting up a chatbot.

You will train AI agents to understand Illumine's product,customer workflows, and real-world childcare operations. You will ensure that answers are accurate,contextual, actionable, and consistent, even when questions involve complex billing configurations, enrollment processes, integrations, or multi-center operations. You will help new customer accounts adopt AI-powered support, identify gaps in knowledge and automation, and continuously improve the experience based on actual customer interactions.

Our vision is to make AI assistance available wherever our customers need it: email, live chat, in-product experiences, and eventually voice and phone-based support.

You will be responsible for taking this vision from implementation to measurable customer impact.

Key Responsibilities

1. Own Fin AI Implementation & Deployment

- Set up, configure, deploy, and continuously optimize Intercom Fin AI Agent across Illumine's customer support ecosystem.
- Build and maintain the knowledge base, AI instructions, workflows, and integrations required for Fin to understand Illumine's products and services.
- Configure AI behavior, answer guidance, escalation rules, and human handoff workflows for different customer scenarios.
- Design and manage the deployment of AI support for new customer accounts, ensuring they have access to relevant information, guidance, and support.
- Work with Customer Success, Support, Product, and Engineering teams to improve AI capabilities and increase the range of queries that can be resolved independently.

2. Train, Evaluate & Continuously Improve AI Responses

- Develop a deep understanding of Illumine's product modules, customer configurations, and operational workflows.
- Train Fin using product documentation, help articles, release notes, customer conversations, historical support tickets, and validated internal knowledge.
- Build evaluation datasets covering common FAQs, complex product questions, multi-step workflows, and edge cases.
- Continuously test and refine AI instructions, knowledge retrieval, response quality, and workflow logic.
- Investigate incorrect,



incomplete, outdated, or misleading answers and identify their root causes.
- Improve AI's ability to understand customer intent, ask relevant follow-up questions, and provide clear, actionable guidance rather than generic answers.
- Establish quality-control processes to prevent hallucinations, identify low-confidence responses, and ensure appropriate human escalation. The goal is not simply to increase the number of AI-generated responses. It is to deliver reliable answers that customers can trust.

3. Expand AI Support Across Email, Chat, Voice & In-Product Experiences

- Optimize AI-powered support across email, live chat, and other existing customer communication channels.
- Extend AI assistance directly into the Illumine platform, enabling customers to receive contextual guidance while completing their daily tasks.
- Collaborate with Product and Engineering to develop voice-based AI support, including phone conversations, natural-language interactions, and real-time human handoff.
- Evaluate and integrate complementary AI, voice, and automation technologies where required.
- Build consistent support experiences across channels so customers do not have to repeat their questions or explain their context when moving between AI and human support.
- Explore AI capabilities that go beyond answering questions, including guided troubleshooting, assisted, onboarding, and securely executing authorized product workflows.

4. Drive Customer Onboarding & AI Adoption

- Work closely with the Customer Success and Implementation teams to integrate AI assistance into the onboarding journey for new accounts.
- Configure relevant account-specific knowledge, onboarding guidance, and support workflows where required.
- Build AI-powered onboarding experiences that help customers understand product features, complete setup tasks, and adopt Illumine faster.
- Identify recurring questions and onboarding bottlenecks that can be addressed through better AI guidance or automation.
- Train internal Customer Success and Support teams on AI capabilities, limitations, best practices, and escalation procedures.
- Ensure that AI support scales effectively across customer segments, geographies, languages, and multi-location childcare organizations.

5. Build Technical Integrations & AI Workflows

- Work with APIs, webhooks, integrations, and automation tools to connect AI agents with relevant product knowledge and customer support systems.
- Collaborate with Engineering to enable secure, permission-aware access to customer and product context where required.
- Develop AI workflows for complex support scenarios involving multiple steps, conditional logic, or external systems.
- Explore opportunities to connect AI agents with Illumine's product capabilities, including billing, attendance, enrollment, parent communication, and other operational modules.
- Troubleshoot integration issues, improve response performance, and maintain reliability as AI capabilities expand.

6. Own AI Quality,



Performance & Customer Experience

- Establish measurable quality standards and continuously evaluate AI performance using real customer interactions.
- Track response accuracy, successful resolution rates, customer satisfaction, escalation patterns, and recurring knowledge gaps.
- Analyze conversations where AI fails to resolve an issue and systematically improve the underlying knowledge, instructions, or workflow.
- Monitor product releases and changing customer requirements to keep AI knowledge accurate and up to date.
- Create a continuous feedback loop between AI interactions, Customer Success, Product, Support, and Engineering.
- Ensure that AI assistance meets Illumine's standards for customer privacy, data security, and reliable support.

What We're Looking For

Must-Have Qualifications

- Hands-on experience implementing, configuring, and optimizing Intercom Fin AI Agent or a comparable enterprise AI customer support platform.
- Robust understanding of LLMs, conversational AI, prompt engineering, retrieval-augmented generation (RAG), knowledge management, and AI evaluation.
- Experience deploying AI assistants into real customer-facing environments and improving their performance using actual customer interactions.
- Strong technical troubleshooting skills, with the ability to work with APIs, webhooks, integrations, and automation tools.
- Experience designing AI workflows, evaluating response quality, handling complex queries, and implementing human escalation.
- Ability to understand complex SaaS product workflows and translate them into clear, accurate AI guidance.
- Experience working with Customer Success, Support, Implementation, or Product teams in a B2B SaaS environment.
- Strong written and verbal communication skills, with the ability to make complex technical information understandable to non-technical customers.
- A hands-on, ownership-driven mindset. You should be equally comfortable building a workflow, investigating a failed AI response, and working directly with a customer to resolve an issue.

Good to Have

- Experience with voice AI, telephony integrations, speech-to-text, or real-time conversational agents.
- Familiarity with Python, JavaScript, SQL, or similar technologies for building integrations and automation.
- Experience developing contextual in-product AI assistants or agentic AI workflows.
- Experience with multilingual AI support and global SaaS customers.
- Familiarity with billing, payments, CRM, or other operationally complex SaaS products.
- Experience in childcare management software, education technology, or a related industry.

Why Join Illumine?

- This is an opportunity to build AI-powered customer success capabilities at a growing global SaaS company, rather than simply maintaining an existing support system.
- You will have the opportunity to work at the intersection of AI, product engineering, and customer experience, with direct ownership of how AI is deployed, trained, evaluated, and scaled across thousands of childcare professionals.
- Your work will directly influence how childcare operators use technology, solve problems, and get more time back to focus on what matters most: children and their learning.
- We are looking for a builder, not just a tool administrator. Someone who is excited about making AI genuinely useful, reliable, and accessible to every Illumine customer.

📌 Customer Support Engineer (Bengaluru)
🏢 Illumine
📍 Bengaluru