Technical Support & AI Configuration Specialist

Xina AI develops conversational AI systems for restaurants and hotels. Our platform answers phone calls, takes customer orders, integrates with POS systems, and is customized for each business. We are looking for a technically capable individual who enjoys solving problems, working directly with customers, and improving AI performance. Position Overview As a Technical Support & AI Configuration Specialist, you will be trained and then responsible for configuring new restaurant installations, testing every deployment, and customizing AI prompts to match each restaurant's menu, policies, and operating procedures. This position combines technical setup, quality assurance, customer support, and prompt engineering. Responsibilities Configure new restaurant and hotel installations following Xina AI installation procedures. Complete system setup checklists and verify every installation before going live. Conduct extensive outbound test calls to ensure the AI performs correctly. Review conversations, identify failures, and troubleshoot technical or configuration issues. Modify and optimize AI prompts to improve accuracy, order flow, customer experience, and restaurant-specific requirements. Configure restaurant menus, hours, delivery zones, payment options, and operational settings. Work directly with restaurant owners and managers during onboarding and post-launch support. Document issues and resolutions for engineering. Escalate software bugs when necessary and verify fixes after deployment. Continuously improve installation procedures and AI performance based on real-world testing. Qualifications Strong technical troubleshooting skills. Excellent written English and communication skills. Experience configuring software systems or SaaS platforms. Comfortable editing structured prompts and documentation. Ability to think logically and identify root causes of issues. Detail-oriented with excellent organizational skills. Comfortable working independently in a fast-paced startup environment. Must be able to work on Eastern Standard Time.