AI-Driven Support Automation Engineer

Recorded Future, Inc.; United States; Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work

Flexible schedules

Career development programs

Generous paid time off

Parental leave

Wellness programs

Retirement plans

Company paid life and income insurance

Job summary

Recorded Future, Inc. is seeking a Product Support Solutions Developer to design and maintain the technical tooling powering our customer support function.

You will blend development and operations to build scalable internal tooling, custom integrations, and AI-driven automations that reduce resolution times and improve CSAT. You will lead the evaluation and deployment of AI agents, build analytics dashboards, and collaborate across Engineering, Product, and Support teams to translate product

Qualifications

• 3+ years in product support engineering, support operations, or developer relations.
• Experience building internal tooling, automation, and integrations.
• Familiarity with AI agents, LLMs, and RAG workflows for customer support.
• Ability to design scalable tooling and maintain data integrity.

Responsibilities

• Design, build, and maintain internal tooling and automation for customer support.
• Develop UI components, apps, and macros within support platforms to improve agent efficiency.
• Architect API connections and automated workflows for ticket routing and data syncs.
• Lead AI agent deployment, prompt engineering, and monitoring for performance and customer impact.
• Create analytics dashboards and data pipelines to track KPIs like MTTR and CSAT.
• Document SOPs and enablement programs for support staff and leadership.
• Collaborate with Product Analytics to unify reporting across platforms.

Skills

Python

JavaScript

REST APIs

Webhooks

SQL

Dashboards

Collaboration

Tools

Zendesk API/Apps Framework

Jira Service Management

Salesforce

Freshdesk

Domo

Tableau

Looker

Job description

Recorded Future, Inc. is seeking a Product Support Solutions Developer to design and maintain the technical tooling powering our customer support function.

You will blend development and operations to build scalable internal tooling, custom integrations, and AI-driven automations that reduce resolution times and improve CSAT. You will lead the evaluation and deployment of AI agents, build analytics dashboards, and collaborate across Engineering, Product, and Support teams to translate product