AI Technical Support Specialist

Responsibilities

Our team delivers 24/7 after-sales technical support to customers worldwide. For key enterprise clients, we provide dedicated, real-time support through exclusive communication channels to ensure fast response times and close collaboration.

• Provide on-call technical support for large model (LLM/AI) products, responding promptly to customer inquiries, accurately diagnosing issues, and resolving incidents to ensure stable customer business operations.
• Partner closely with Sales and Pre-Sales teams to deliver end-to-end lifecycle support for key accounts, proactively addressing customer needs, coordinating internal and external resources, and driving high customer satisfaction and retention.
• Build and scale a support enablement system for frontline engineers by delivering professional training, maintaining a comprehensive knowledge base, and developing efficient troubleshooting tools to improve overall service quality and team capability.
• Systematically capture high-frequency issues, core customer needs, and optimization recommendations, and feed structured insights back to Product and Engineering teams to accelerate product iteration, improve performance, and enhance user experience.

Minimum Qualifications:

• Bachelor’s degree or above in Computer Science, Electronic Information, Software Engineering, or a related field.
• 3 + years of relevant technical support experience.
• Solid understanding of the technical principles behind common large language models (LLMs) and strong foundational technical skills.
• Proficiency in Python, with the ability to write basic scripts and use Python for troubleshooting and problem diagnosis.
• Strong problem analysis, logical reasoning, and communication skills.
• This position is part of a team that provides 24/7 support and requires working scheduled shifts, which may include holidays
• Strong motivation to learn and explore large model technologies.

• Preferred Qualifications:

• Experience providing technical support for large model (LLM/AI) products.
• Experience in B2B (ToB) customer support environments.
• Experience collaborating within large-scale or global technical support teams.
• Familiarity with large model deployment, fine-tuning, optimization, and related operational processes.

Founded in 2012, Byte Dance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including Tik Tok, Lemon8, Cap Cut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, Byte Dance has made it easier and more fun for people to connect with, consume, and create content.

Inspiring creativity is at the core of Byte Dance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.

As Byte Dancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Byte Dance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At Byte Dance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach.

We are passionate about this and hope you are too.