How is your Technical Support role changing in the AI revolution if you work at a SaaS company?
Curious to hear from people in support, customer success, support engineering, TAM, escalation teams, etc. AI seems to be changing support orgs very fast right now.
Some changes I’m personally seeing:
- Tier 1 support getting heavily automated with AI chat agents and internal copilots
- Support engineers expected to know basic prompt engineering and AI workflows
- More pressure to analyze logs, telemetry, SQL, APIs, and production systems instead of just ticket handling
- AI generating draft responses, RCA summaries, and troubleshooting steps automatically
- Knowledge base quality suddenly becoming critical because AI is only as good as the docs it retrieves
- Support moving closer to engineering/product because AI tools expose product gaps much faster
- Customers expecting near real-time responses because “AI should know the answer”
- Increase in hybrid roles like AI Support Engineer, Support + Automation Engineer, Support Reliability Engineer, etc.
- More expectation to automate repetitive operational tasks using scripts, AI agents, workflows, MCPs, or internal tooling
At the same time, I also see new problems:
- Hallucinated troubleshooting steps
- AI confidently pointing customers to outdated docs
- Junior engineers relying too much on AI without understanding systems deeply
- Harder escalation cases reaching humans because easy tickets are already deflected
For people working in SaaS support today:
- What’s changing the most in your role?
- What skills are suddenly becoming important?
- Is AI reducing workload or just changing the kind of work?
- Are your companies restructuring support teams because of AI yet?
Would love to hear real experiences from the field.
u/Automatic-Program936 — 1 day ago