Front-Line Technical Support - MainEvent

Intro and Summary

We’re expanding our MainEvent team to include front-line technical support for our field marketing platform and our new AI-powered analytics tool.

MainEvent annually supports 400,000 field reps executing 32 million visits across 1.9 million locations for brands like Kraft Heinz, Monster Energy, Celsius, and Advantage Solutions. We recently launched mAInevent Agents - an AI-powered analytics tool that transforms how field marketing teams access and analyze their data. Instead of building complex reports, users ask questions in plain English and get instant analysis.

You’ll be helping users get the most out of MainEvent across our web app, iOS app, Android app, and the AI agents. This means answering support questions, training power users on new features, and being the bridge between users and our product team as we continue building out AI functionality.

This is a great role if you’re excited about AI, want to help users succeed with new technology, and enjoy the variety of supporting multiple platforms (web, iOS, Android, AI agents).

Learn about mAInevent Agents:

• “MainEvent Agents: AI-Powered Analysis of Field Marketing Data”

If you’re interested so far, please read the rest of the req in its entirety, and follow the instructions contained within to apply. There will be 1 screening interview with senior management, and then 1 interview with product and infrastructure teams. We move methodically, and quickly, and you probably do, too, so this can be an efficient process.

Responsibilities, Requirements, and Job Concepts

You must have demonstrated successful use of AI in work or personal projects. This is not optional - you need to show us you understand LLMs, AI agents, and how people actually use these tools.

Technical support responsibilities:

• Inbound support requests via email, Slack, and scheduled calls
• Proactive outbound training for heavy users on new features
• iOS and Android mobile app troubleshooting
• Web application support (browser-based platform)
• mAInevent Agents training and troubleshooting (AI-powered analytics)
• Documentation of common issues and solutions
• Escalation of bugs and feature requests to development team

The skills you have that we need for sure:

• Experience using LLMs (ChatGPT, Claude, or similar) for actual work
• Understanding of how AI agents work and how users interact with them
• Clear written communication for support documentation
• Comfort troubleshooting across multiple platforms (web, iOS, Android)
• Patient teaching style for training users on new functionality
• General aversion to unforced errors

What “aversion to unforced errors” means:

You naturally catch typos, notice broken links, and verify information before sending it. You’re the person who reads support responses twice before hitting send. Quality and attention to detail are just how you work, not something you have to remind yourself to do.

Why this role is interesting:

You’ll be one of the first people supporting AI agents in production for enterprise field marketing. The mAInevent Agents product is new, actively evolving, and you’ll have direct input into how it develops based on what you learn from users. You’ll work closely with our AI/ML team and product team as we refine the experience.

You’ll also see the full stack - web application support, mobile app troubleshooting, and AI agent training - so you won’t be stuck answering the same question 100 times. The variety keeps it interesting.

Nice to have:

• Experience supporting SaaS products
• Mobile app support experience
• API integration troubleshooting
• Prior work with databases or analytics tools
• Field marketing or experiential marketing industry knowledge

Security a part of every decision

Heavy emphasis on security and using the best technology available without undermining our security, while maintaining a level of user-friendliness, is the objective.

MainEvent develops software that requires compliance with laws like HIPAA and CCPA, in addition to our internal policies and procedures, many of which are built around SOC 2 Type 2 requirements.

We are HIPAA compliant, and undergo SOC 2 Type 2 audits annually.

General details

The position is remote, and open to U.S. citizens living and working in the United States. It is a full-time position, and the annual rate of pay is $65k to $85k, depending on experience. We provide hardware and software as needed.

Instructions on how to apply

A human wrote this req from scratch, initially, then adapted it using an LLM that knows about Network Ninja, our products, and this particular position. A human will review your application. If the application doesn’t follow instructions, or the email is convoluted because it’s been written by an LLM, it will be disregarded.

Please keep it short, and human, and send your 1) resume (your name in the filename, if attachment), 2) a cover letter that includes specific examples of how you’ve used AI tools in your work or personal projects, and 3) any relevant support or training materials you’ve created, to: nni@networkninja.com

At Network Ninja we value the diversity in backgrounds and experiences that our employees bring to us. We’re proud to be an equal opportunity workplace and we welcome applications from all qualified candidates.