Customer Support / Success Task Author

- Author realistic support task prompts: customer issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions. - Write scoring rubrics that define the correct routing decision, resolution path, or escalation criteria in terms that can be objectively checked. - Set up task environments with ticket queues, account records, runbooks, and system states that replicate a genuine support scenario. - Solve each task yourself to confirm the scenario is realistic, the correct answer is clear, and the rubric captures the right reasoning. - Calibrate task difficulty — adjust ticket ambiguity, account configuration complexity, or runbook depth until the task challenges the model appropriately. - Review and correct AI-drafted task prompts or rubrics when provided. Qualifications

- Experienced support engineer, technical support specialist, or customer success engineer with hands-on product support experience. - Deep familiarity with real product failure modes, escalation paths, and support tooling (ticketing systems, internal knowledge bases, runbooks). - Ability to reason through ambiguous support scenarios and articulate why a given routing decision is correct. - Comfortable defining verifiable correctness criteria — not just "good customer service" but an objectively defensible resolution or escalation decision. - Strong written communication; tasks and rubrics must be precise enough to be evaluated without interpretation. Nice to Have

- Experience supporting enterprise or industrial software products. - Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases.