Support Engineer – AI Automation (Homeowners Insurance)

Job Summary:

• We are looking for a proactive and technically adept Support Engineer to join our AI Enablement team at InfoPark, Cochin. This role sits at the critical junction of AI technology and customer support operations, focusing on the homeowners insurance domain. You’ll help train and deploy AI models to automate support tasks, optimize intelligent tools for underwriting and claims workflows, and improve customer and agent interactions across digital channels—while continuing to support existing manual tasks.

Key Responsibilities:

• AI Model Training & Data Curation: Prepare, label, and validate underwriting and claims support data and documents to train models for tasks related to underwriting and claims workflows and responding to insured inquiries.
• Support Workflow Automation: Partner with AI engineers to build and refine automation for routine tasks such as document verification, claims intake, estimate reviews, and chat-based interactions.
• Performance Monitoring & Feedback: Continuously evaluate AI performance in production, identify gaps, and provide actionable feedback to enhance model accuracy and usability.
• Cross-Functional Collaboration: Serve as a key liaison between the AI development team and customer support teams, ensuring tools meet operational requirements and frontline needs.
• Training & Enablement: Onboard support staff on AI-driven tools and gather user feedback to guide tool enhancements.
• System Maintenance & Troubleshooting: Monitor system reliability, escalate technical issues, and support the stability of AI tools across platforms.
• Documentation & Standards: Maintain internal documentation for data labeling standards, model training processes, and tool usage protocols and develop requirements documents for tool enhancements.

Required Qualifications:

• 2+ years in technical support, customer support, or insurance operations (preferably in homeowners insurance).
• Familiarity with insurance workflows—especially policy servicing and claims handling.
• Basic understanding of AI/ML concepts, especially Natural Language Processing (NLP).
• Strong analytical and troubleshooting skills.
• Experience with support platforms like Zendesk, HubSpot or Salesforce.
• Excellent interpersonal and communication skills.

Preferred Qualifications:

• Experience labeling or training datasets for AI/chatbot models.
• Exposure to tools like chatGPT, Gemini, Copilot, etc.
• Knowledge of data privacy practices and compliance standards in the insurance sector.
• Basic proficiency in Python or SQL for data handling.

Why Join Us:

• Play a central role in transforming the insurance industry with AI.
• Collaborate with global, cross-functional teams at the cutting edge of support automation.
• Work from a modern, innovation-driven environment at InfoPark, Cochin.
• Enjoy a flexible, inclusive work culture with growth opportunities in AI and insurance technology.

Qualifications:

• Any Graduates, preferably finance or IT field

Reports To:

• Director of AI Operations / Support Automation Lead

Location

• Kochi | Full Time

Years Of Exp

• 2+ years experience in relevant field

Note

• Ready to relocate to Kochi and join immediately
• Ready to work from office