- Location
- Taguig, NCR,PH, PH
- Type
- Full-time
- Department
- IT
- Education
- PhD
- Source
- Eightfold
Description
Meet the team:
Our Technical Support GPO (Global Process Organization) team is a collaborative group of trainers, technical writers, process thinkers, and support partners dedicated to enabling exceptional customer experiences at Dexcom. We work closely with Technical Support, Product, and Customer Advocacy to transform complex systems and workflows into clear, actionable knowledge and guided support experiences. Through continuous improvement, thoughtful process design, and strong cross-functional collaboration, the team ensures our support organization is always equipped with accurate, up-to-date, and easy-to-use resources.
Where you come in:
- Build and maintain AI-driven support workflows using Copilot Studio, PowerApps, and automation tools based on direction from Service Management.
- Translate defined support strategies and requirements into structured orchestration logic, including topics, decision trees, and workflow configurations.
- Configure and update tools, ensuring accurate responses, proper flow routing, and alignment with approved support processes.
- Implement orchestration across systems (e.g., Microsoft Applications, SharePoint sites, etc) to ensure a seamless support experience.
- Support ongoing updates to workflows and AI behavior based on process changes, product updates, and feedback from different teams.
- Troubleshoot and resolve issues within orchestration flows, including failed responses, incorrect routing, or logic gaps.
- Partner with QA, Technical Support Operations, and other teams to validate workflows and ensure accuracy and usability.
- Document orchestration logic, configurations, and updates to maintain consistency and support scalability.
What makes you successful:
- You think in systems, orchestration layers, and end-to-end workflows, not just isolated tools or content.
- You have hands-on experience with Copilot Studio, Power Platform, or similar AI/automation platforms, and understand how to operationalize them at scale.
- You can translate ambiguous, real-world support interactions into structured logic, decision trees, and AI-assisted flows.
- You balance deterministic design (rules, flows, QA standards) with generative AI capabilities, knowing when to use each effectively.
- You are highly analytical and use data to optimize agent performance, reduce failure rates, and improve user outcomes.
- You collaborate effectively across Technical Support, Product, QA, etc. to align AI solutions with business needs.
- You are detail-oriented with strong governance awareness, ensuring solutions meet quality, compliance, and documentation standards.
- You are comfortable iterating in a fast-moving environment, testing and refining AI-driven solutions through pilot and scaled deployments.
- You proactively identify gaps in workflows, knowledge, and tooling—and design scalable solutions to address them.
- You proactively identify gaps, inefficiencies, and opportunities for improvement.
What you’ll get:
- A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
- A full and comprehensive benefits program.
- Growth opportunities on a global scale.
- Access to career development through in-house learning programs and/or qualified tuition reimbursement.
- An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.
Travel Required:
- 0-5%
Experience and Education Requirements:
- Typically requires a Bachelor’s degree in a technical discipline, and a minimum of 5-8 years related experience or Master’s degree and 2-5 years equivalent industry experience or a PhD and 0-2 years experience.
#LI-Hybrid
AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.
