Invigilo is seeking a Support Engineer to manage day-to-day customer support for our AI-powered safety and computer-vision platform. This role sits at the intersection of software, AI configuration, and on-premise hardware monitoring, and plays a critical role in ensuring system reliability and customer satisfaction.
The Support Engineer will be the first point of contact for customer support requests, assist with AI and software configurations, manage AI observations, and coordinate closely with the product and engineering teams through structured ticketing and escalation processes.
Customer Support and Operations
• Manage the Invigilo support line and act as the primary point of contact for customer support issues.
• Triage, investigate, and resolve incoming support requests in a timely and professional manner.
• Communicate clearly with customers regarding issue status, resolutions, and follow-up actions.
Software & AI Configuration
• Assist customers with software setup, configuration, and troubleshooting.
• Configure and fine-tune AI models and detection settings according to site and use-case requirements.
• Validate AI configurations after deployment or updates to ensure expected performance.
AI Observations management
• Monitor AI observations generated by the system and identify anomalies, false positives, or misconfigurations.
• Analyze AI outputs and translate operational issues into clear, actionable tickets for the product and engineering teams.
• Work with internal teams to validate fixes, improvements, and AI model updates.
Hardware & Infrastructure monitoring
• Monitor on-premise hardware used for AI inference (e.g. edge servers, GPUs, cameras, networking equipment).
• Identify and respond to hardware issues such as connectivity problems, performance degradation, or failures.
• Coordinate with field teams or customers for on-site troubleshooting where required.
Required documentation & Continuous improvement
• Maintain clear documentation for support procedures, common issues, and resolutions.
• Contribute to internal knowledge bases and operational runbooks.
• Provide feedback to product and engineering teams to improve system reliability, usability, and supportability.
Required skills & Qualifications
• Diploma or Bachelor’s degree in Computer Science, Engineering, IT, or a related field (or equivalent practical experience).
• Experience in technical support, systems support, or operations for software or AI-based systems.
• Basic understanding of AI / computer vision systems and how model configurations impact outputs.
• Familiarity with Linux environments and basic system troubleshooting.
• Strong problem-solving skills and attention to detail.
• Clear written and verbal communication skills in English.
• Ability to work independently and manage multiple issues in parallel.
Good to have
• Familiarity with GPUs, on-premise servers, or IoT/edge computing environments.
• Experience with ticketing systems (e.g. Jira, Linear, Trello, Zendesk).
• Experience working with customers in industrial, construction, or safety-critical environments.
Why Invigilo AI
• Work on real-world AI systems that improve safety and prevent accidents.
• Gain hands-on experience with cutting-edge computer-vision and edge-AI deployments.
• Collaborate closely with product, engineering, and field teams.
• Be part of a fast-growing company solving meaningful, high-impact problems.
