Description

SysAid is a bold SaaS company transforming IT Service Management (ITSM) with generative and conversational AI at the core of our innovation. Recognized as an industry leader, we empower over 4,000 clients across 140 countries, impacting 9 million end-users daily. We prioritize customer success, integrate AI into everything we do, and deliver products that create lasting value.

Our latest innovation, the AI Agent Builder—one of the most advanced offerings in the ITSM space—allows customers to create powerful AI agents without writing code. To unlock its full potential, we’re looking for an AI Product Specialist. In this individual-contributor role, you'll design and build production-ready AI agents, shape our prompt strategy, and ensure every customer-facing team can confidently demo and customize the Builder.

You’ll spend approximately 60% of your time on hands-on agent building and prompt engineering, 30% on outbound enablement and GTM support, and 10% on special initiatives such as internal hackathons.

Responsibilities

• Own the end-to-end design and development (mostly ‘vibe-coding’) of AI agents on our Builder platform, coordinating with stakeholders and ensuring clear, timely communication throughout the process.
• Craft, test, and iterate prompts; establish reusable templates and guardrails to ensure the best user experience, trust, and consistent brand voice.
• Collaborate closely with customer-facing teams to refine customer-tailored prompts and continuously improve product experience.
• Identify new agent opportunities through market research, customer interviews, and field feedback; translate insights into a prioritized backlog.
• Enable customer-facing teams (Solutions Engineering, CSM, Sales), Product, and Engineering teams with demo environments, playbooks, decks, and “demo-in-a-box” kits; run live enablement sessions and certification programs.
• Track adoption KPIs of the AI Builder—training completion, agent usage—and present monthly scorecards to leadership.
• Lead special initiatives, such as internal hackathons, to spark innovation and develop new production agents.
• Serve as the primary subject-matter expert for advanced AI Builder questions, troubleshoot issues, and gather feedback for the product roadmap.

Requirements

• Strong prompt engineering skills.
• Experience with no-code/low-code integration platforms is a plus.
• Background in IT.
• Proven track record of creating enablement content, delivering training, or leading product demos for technical SaaS solutions.
• Excellent project-management skills—planning, prioritizing, and executing cross-functional work using tools like Asana or Jira.
• Exceptional interpersonal and communication abilities; capable of effectively collaborating with engineers, PMs, sales engineers, and customers.
• Passion for innovation, curiosity about emerging AI trends, and a willingness to drive change through data-driven experimentation.

Nice to Have

• 1+ years hands-on experience building agents based on LLMs.
• Ability to design multi-step agent workflows and evaluation strategies.
• Comfortable reading and modifying code; proficient with REST APIs, Postman, GitHub, and basic JavaScript and SQL.
• Background in Customer support, or enterprise SaaS.
• Experience running internal programs.