# AI Support Operations Specialist at Portswigger

Portswigger is hiring an AI Support Operations Specialist. Level rates it Little AI ●○○○; you can [apply on Portswigger](https://jobsbylevel.com/go/02c03e5e-57cd-4f31-be82-c47ade74e021?utm_medium=ai-agent).

AI Level 1, AI centrality 17 out of 100. Knutsford, England, United Kingdom.

## Details

- Company: [Portswigger](https://jobsbylevel.com/companies/portswigger)
- AI level: AI Level 1 (score 17 out of 100)
- Location: Knutsford, England, United Kingdom
- Posted: October 23, 2026
- Apply: https://jobsbylevel.com/go/02c03e5e-57cd-4f31-be82-c47ade74e021?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=ai-support-operations-specialist-at-portswigger-df7ca9

## Description

Who are PortSwigger PortSwigger exists to enable the world to secure the web. We build the tools practitioners trust, the knowledge that trains security professionals, and a community that makes anyone who cares about security better, so anyone can make the internet safer. Our products are crafted with care, backed by deep research, and we lead through generous innovation: winning by setting the bar higher and sharing what we create, turning commercial success into wider positive impact. Our culture didn't happen by accident, it was built deliberately, and it's something we protect with the same care we put into everything we make. We default to trust with brilliant people doing brilliant work, free from micromanagement. We aim for excellence, and we do it with care; performance and compassion go hand in hand. Joy, mastery and purpose belong together here and if the work stops feeling good, we take that seriously. The Technology tribe builds and runs the platforms, systems and tools that power everything at PortSwigger. From technical direction to day-to-day reliability, they shape the foundation that helps our products shine and our teams move fast with confidence. They embed secure-by-default thinking into everything we do. From managing risk to protecting our systems and data, they take ownership of keeping PortSwigger safe as the company scales. They work hand in hand with Product and Engineering to make smart pragmatic architectural choices. Whether it's levelling up our platforms, simplifying how teams ship or solving hard cross-cutting problems, they make it easier for Swiggers to deliver incredible work at scale. Join Technology if you want to build the systems that help every Swigger work faster, safer and smarter. What you'll be doing You will own and improve the system that handles incoming customer cases, with a focus on AI-assisted resolution, routing, escalation and handoffs. This is a systems-heavy individual specialist role, not a ticket-heavy support role. Own the day-to-day performance of a live customer support system, identifying where cases fail, misroute or create unnecessary work for other teams. Improve AI-assisted resolution safely, using evidence to raise automatic resolution, routing accuracy and case prevention. Design and refine customer case journeys end to end, including intake, routing, escalation, handoffs and ownership rules. Review failed and escalated cases to identify patterns, improve answer quality and make handoffs clearer. Maintain the knowledge, runbooks and feedback loops that support automation and help colleagues act quickly. Put safety checks in place before systems take action on customer accounts, especially where renewals, quotes, billing or account changes require human ownership. Work with the wider GTM teams to resolve unclear ownership, routing issues and recurring process problems. Reduce avoidable back and forth for customers and colleagues by turning ambiguous requests into clear actions. Start from a baseline, test narrow changes, review failures and measure impact through prevented cases, true resolution time and customer experience. Bring a high bar to system ownership: the candidate will be expected to combine speed, accuracy and judgement in a busy, high-volume environment, while improving the quality of the system over time. Ensure a smooth and high standard customer experience Be accountable for defining, surfacing on and improving our key customer metrics. Requirements You should bring: 5-7+ years in customer support systems or operations work. Experience in support operations, customer operations, support systems, sales operations, revenue operations, CRM administration or a B2B support analyst role. Hands-on CRM experience with Salesforce or HubSpot, including reporting, data quality and workflow management. Experience with structured customer journeys, high-volume workflows and ambiguous customer queries that need to become clear actions. Evidence of improving

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/ai-support-operations-specialist-at-portswigger-df7ca9

Source: https://jobsbylevel.com/jobs/ai-support-operations-specialist-at-portswigger-df7ca9

## Cite this page

Level. https://jobsbylevel.com/jobs/ai-support-operations-specialist-at-portswigger-df7ca9.

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