The AI Support Engineer role sits within our Customer Experience team (alongside Customer Success and Implementation Engineers), and has a clear mission: make sure every Donna user feels heard, helped, and set up for success. Because customer adoption is one of our key metrics, we want to provide a frictionless experience to our users, who are not always going to request support. Thats's why there is a second mission that's just as important: be the radar. You'll be the person closest to what users actually struggle with day-to-day, and you'll translate those patterns into actionable signals for our CS and Product teams.

This is a role for someone who's excited by ownership, comfortable with ambiguity, and genuinely curious about how things work; technically and commercially.

This could be a perfect entry role for people looking to learn more about SaaS and AI scale-ups.

What you’ll be doing

Be the radar (this is where you add your outmost value)

• Spot & analyse recurring patterns in conversations and interactions and turn them into structured insights towards the organization
  • for CS: "this account is struggling"
  • for Product: "this feature needs improvements"
  • for the team: "this onboarding gap keeps showing up"
• Channel real customer painpoints into fixes, improvements and documented based on your prioritization insights

Run and improve support

• Be the first point of contact for Donna users: fast, clear, and empathetic
• Monitor usage patterns and proactively flag accounts that need attention
• Keep the Help Center alive: new features ship constantly, and the docs need to keep up
• Actively use and evaluate AI tools to work faster and smarter: from drafting responses to generating help content to spotting patterns in ticket data
• Always think one step ahead: how does this process hold up when we have 3x the customers? Build for scale from day one, not as an afterthought

• Strong drive, lots of energy and a big willingness to learn and absorb knowledge.
• Friendly, clear, and confident communicator who makes things feel easy for our customers
• Problem-solving mindset with technical affinity: you enjoy digging in, finding answers, and helping people move forward. You are not afraid to use AI.
• Fluent in English is a must + knowledge of Dutch or French is a plus
• Bonus: experience with support tools like Zendesk or Intercom (admin-level, not just user)
• One year of professional experience in the customer support

What you can expect

• Impact: Be part of an early-stage rocket ship startup where your contributions directly shape the company’s success. We’re moving fast, with crazy clients already signing up, so every line of code and every idea you bring has immediate impact.
• Growth: Join a rocket ship at the scale-up stage: learn from seasoned entrepreneurs and grow your career as we expand globally. The speed at which we’re onboarding clients means you’ll learn more in months than most do in years.
• Culture: Join a collaborative and supportive team that values innovation, creativity, and fun.
• Ecosystem: As a part of the Donna team, you’ll become a part of the Ghent tech ecosystem, and a member of the StarApps and Wintercircus ecosystem.

Next to the above very awesome perks, we offer a competitive salary with the following benefits:

• Modern Healthcare benefits plan (Alan) and Pension Saving Plan (Warren) ✨
• A membership to the Collective (Wintercircus)
Employee Stock Option Plan (ESOP) Meal vouchers Annual company retreat Free office snacks Team drinks and events (like teambuildings, dev days, our off-site hackathons)