AI-Driven Support Solutions Engineer

Recorded Future, Inc.; Boston (MA); Hybrid; USD 128,000 - 192,000; Full time

Benefits offered by this job

Equity

Medical insurance

401K

Job summary

Recorded Future is seeking a Product Support Solutions Developer to design, build, and maintain the technical infrastructure, tools, and automated workflows powering the customer support function.

You will architect scalable internal tooling, implement AI agents, and drive operational efficiency through automation and data-driven insights. This role collaborates across Engineering, Product, and Support teams in a hybrid Boston-based setting.

Qualifications

• 3+ years of experience in product support engineering, support operations, technical support, or developer relations.
• Deep administrator/developer experience with customer support ecosystems (Zendesk API/Apps Framework, Jira Service Management, Salesforce).
• Strong SQL skills and experience building dashboards in BI tools (Domo/Tableau/Looker) or Zendesk Explore.
• Proven ability to document SOPs and lead technical training.

Responsibilities

• Design, build, and maintain custom tooling and integrations across support systems.
• Lead AI agent and automation initiatives to improve self-service and agent efficiency.
• Administer and optimize support platforms, SLAs, routing, and triggers.
• Create analytics dashboards and data pipelines to track KPIs (ticket volume, MTTR, CSAT).
• Document procedures and deliver technical enablement for support staff.

Skills

3+ years exp

Zendesk API/Apps

Jira Service Management

Salesforce

SQL

BI dashboards

SOP documentation

Cross-functional collab

Tools

Zendesk

Jira

Salesforce Service Cloud

Domo

StatusPage

Tableau

Job description

Recorded Future is seeking a Product Support Solutions Developer to design, build, and maintain the technical infrastructure, tools, and automated workflows powering the customer support function.

You will architect scalable internal tooling, implement AI agents, and drive operational efficiency through automation and data-driven insights. This role collaborates across Engineering, Product, and Support teams in a hybrid Boston-based setting.