Capability · Technical support engineering · by Ayman Sbeiti — I support high-trust software platforms · Hiring?

AI tooling evaluation

Configuring, testing, and evaluating AI tools against real content and workflows, including reviewing failure modes before trusting output.

• 8 min read

  Support Continuity During a HubSpot-to-Intercom Migration

  FLiiP's support operation had outgrown its HubSpot-based helpdesk: routing, automation, and visibility limits were absorbing team time that should have gone to customers.

  support operations · workflow design · stakeholder communication

• Preparing a legacy dataset for migration with an AI-assisted script AI generated the scaffolding in minutes. Deciding what the data needed to look like on the other side, and checking that it did, was the actual work.
• Reviewing an AI assistant's wrong answers Configuring the assistant took hours. Reading its wrong answers and fixing the content underneath them was the real project.
• Bilingual knowledge content and the AI that reads it A bilingual knowledge base isn't two translations of one truth. It drifts into two truths, and an AI assistant reading both will faithfully serve the drift.