OUR CLIENT is ranked #1 on Glassdoor's 2023 Best Place to Work List. Here's why. At OUR CLIENT's mission is to be living proof you can win in business while being human-first. OUR CLIENT's industry-leading platform helps companies of all sizes and industries build durable businesses. OUR CLIENT offers a powerful set of customer success, product, community and education solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers all of which help increase product adoption, prevent churn, and grow renewals and expansions. Hundreds of companies use our software, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Zendesk. We have offices in the US, UK, Netherlands, Israel, Japan, and India. OUR CLIENT joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award for our product and engineering advancements. OUR CLIENT has also been named one of the top 100 private cloud companies by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine. With diversity and inclusion at the forefront of our values, OUR CLIENT promotes a culture that celebrates diversity and inclusiveness regardless of but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age. Job Summary: OUR CLIENT is building something new: Managed AI Services, a category-defining initiative focused on delivering high-value, AI-augmented outcomes. Unlike traditional services, this function is designed and operated as a scalable capability that integrates human expertise and oversight with large language models (LLMs) and AI Agents to deliver repeatable, premium experiences across the post-sales customer journey. This function represents a new category of value creation at OUR CLIENT distinct from traditional servicesenabling us to offer outcomes with the scale, efficiency And repeatability of SaaS offering while retaining the customizability and white glove quality Office Service Offering quality that our customers expect. The group will serve as a central operational layer for AI-augmented work, partnering closely with product, engineering, customer success, education, and analytics teams. As an Applied AI Engineer (Models, Prompts, Reasoning), you will operate at the intersection of model capabilities, reasoning frameworks, agentic behavior, and AI feature delivery. You won’t just refine large language models—you’ll design and build end-to-end LLM-based agentic applications, from model selection and evaluation to multi-step reasoning and prompt chaining, all the way to integrating intelligent decision-making flows into production systems. This role requires a strong technical foundation in AI/ML, deep learning, and NLP, along with hands-on experience in prompt engineering, retrieval-augmented generation (RAG), and function calling to optimize AI performance. What you will do: Evaluate and integrate LLMs from OpenAI, Anthropic, Meta (Llama 2), and other vendors. Develop multi-step reasoning and prompt-chaining frameworks for complex AI applications. Optimize AI models by tuning temperature, top_p, and frequency penalties for high-quality outputs. Implement retrieval-augmented generation (RAG) pipelines using vector databases like Pinecone, FAISS, or Weaviate. Design and orchestrate multi-model ecosystems that ensure factual accuracy and contextual adaptability. Utilize self-critique and reflection prompts to improve model responses and reduce hallucinations. Collaborate cross-functionally with Product, Engineering, and Research teams to deploy AI-driven solutions at scale. Continuously test and refine LLM behaviors using A/B testing, model evaluation frameworks, and feedback loops. Who you are: 5–8+ years of experience in AI, Machine Learning, and Natural Language Processing (NLP). 2–3+ years of hands-on experience working with LLMs and AI-powered applications. Strong knowledge of LLM architectures, including GPT-4, Claude, Llama 2, Mistral, and fine-tuning methodologies. Expertise in prompt engineering, function calling, and agentic workflows. Experience with retrieval-augmented generation (RAG) and integrating vector databases into AI pipelines. Proficiency in Python, LangChain, Hugging Face, OpenAI SDKs, and AI orchestration tools. Familiarity with multi-model orchestration, decision logic, and self-correcting AI behaviors. Strong understanding of LLM safety, bias mitigation, and ethical AI development. Experience with deploying AI systems in production, API integration, and cloud-based AI solutions. Bonus Skills (Nice to Have): Hands-on experience fine-tuning open-source LLMs. Knowledge of advanced reasoning frameworks (Chain-of-Thought, Tree of Thoughts). Experience working with LLM evaluation metrics (BLEU, perplexity, win-rate comparisons). Job Benefits At OUR CLIENT, the mission is to be living proof you can win in business while being human first. Your job should never be a barrier to your happiness—it should be an avenue to achieve it. At OUR CLIENT, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves. Here are OUR CLIENT’s 5 core values Golden Rule : We try to practice the Golden Rule by exercising reliability, trust and giving back to each other and our community. Success for All : We believe in success for our stakeholders—whether our teammates, clients or shareholders—comes with a sincere focus on continuous learning, selfless teaching and making a difference in each other’s lives. Child-like Joy : We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism and laughter into everything that we do. Shoshin : We believe in a beginner’s mind. Don’t surround yourself with people like you--diversity breeds creativity. Stay Thirsty, My Friends : We believe in a totally internally-driven strive for greatness. The solution is to think more, not do more. Why You’ll Love It Here Our Attitude: We’ve created a new category from scratch and we continue to be the thought leader in Customer Success. Our Leadership: We offer the leading tech solution for driving Customer Success. Our ROI: Reduce customer churn, increase up-sell, and improve customer satisfaction. Our Technology: Our technology allows companies to drive retention and growth by delivering the value customers demand. Our Impact: In addition to helping companies grow, we’ve committed to $100 million in wage expansion for underrepresented groups over the next few years. Our Clients: Big companies like Box, Adobe, Marketo, and many others. Our Team: Our team is composed of innovative Customer Success thought leaders and experts in their field from various industries.
