Support specialists write ticket triage scenarios and scoring rubrics for AI agents, covering fix versus escalation decisions. Suits experienced technical support or customer success engineers who can justify routing decisions objectively.
About the role
About the Role
Alignerr is building a dataset of expert tasks that train and evaluate advanced AI agents on real enterprise work. As a Task Author for the Customer Support / Success role, you will design and calibrate end-to-end support triage tasks — reading a ticket, checking account configuration, searching runbooks, and deciding between fix and escalation — that reflect the real judgment calls experienced support professionals make under ambiguity.
Key Responsibilities
- Author realistic support task prompts: customer issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions.
- Author realistic support task prompts: customer issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions.
- Write scoring rubrics that define the correct routing decision, resolution path, or escalation criteria in terms that can be objectively checked.
- Set up task environments with ticket queues, account records, runbooks, and system states that replicate a genuine support scenario.
- Solve each task yourself to confirm the scenario is realistic, the correct answer is clear, and the rubric captures the right reasoning.
- Calibrate task difficulty — adjust ticket ambiguity, account configuration complexity, or runbook depth until the task challenges the model appropriately.
- Review and correct AI-drafted task prompts or rubrics when provided.
- Experienced support engineer, technical support specialist, or customer success engineer with hands-on product support experience.
- Experienced support engineer, technical support specialist, or customer success engineer with hands-on product support experience.
- Deep familiarity with real product failure modes, escalation paths, and support tooling (ticketing systems, internal knowledge bases, runbooks).
- Ability to reason through ambiguous support scenarios and articulate why a given routing decision is correct.
- Comfortable defining verifiable correctness criteria — not just "good customer service" but an objectively defensible resolution or escalation decision.
- Strong written communication; tasks and rubrics must be precise enough to be evaluated without interpretation.
- Experience supporting enterprise or industrial software products.
- Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases.
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