AI-Driven Support Solutions Engineer

Recorded Future, Inc.; Washington (District of Columbia); Hybrid; USD 128,000 - 192,000; Full time

Job summary

Recorded Future is seeking a Product Support Solutions Developer to design, build, and maintain internal tooling and integrations across Zendesk, Jira, Salesforce, and other platforms. You will lead AI agent deployment and tune RAG workflows to improve self-service and agent efficiency.

The role also focuses on optimizing support operations, data pipelines, and dashboards while collaborating with Product and Engineering to document SOPs and deliver technical enablement programs for support staff.

Qualifications

• 3+ years of experience in product support engineering, support operations, technical support, or developer relations.
• Deep administrator/developer experience with customer support ecosystems (e.g., Zendesk API/Apps Framework, Jira Service Management, Salesforce, Freshdesk).
• Strong SQL skills and experience building dashboards in BI tools (e.g., Domo, Tableau, Looker) or native reporting engines (Zendesk Explore).
• Proven ability to document SOPs, lead technical training, and optimize operational support workflows.
• Strong cross-functional collaboration skills to liaise effectively between Engineering, Product, and Support teams.

Responsibilities

• Custom Tooling & Integration Development: Design, build, and maintain custom apps and integrations across support systems.
• AI Agent & Automation Implementation: Lead evaluation, development, and deployment of AI agents and chatbots to automate tier-1 support.
• Support Operations & Tool Management: Administer, configure, and optimize support systems across SLAs and workflows.
• Technical Enablement & Process Improvement: Design onboarding and enablement programs, translate product handoffs into documentation and training resources, and automate workflows.

Skills

Experience

Platform Expertise

Data & Analytics

Operations & Enablement

Communication

AI & Automation

Knowledge Management for AI

Best Practices

Tools

Zendesk API/Apps Framework

Jira Service Management

Salesforce

Freshdesk

Domo

Tableau

Looker

Zendesk Explore

Job description

Recorded Future is seeking a Product Support Solutions Developer to design, build, and maintain internal tooling and integrations across Zendesk, Jira, Salesforce, and other platforms. You will lead AI agent deployment and tune RAG workflows to improve self-service and agent efficiency.

The role also focuses on optimizing support operations, data pipelines, and dashboards while collaborating with Product and Engineering to document SOPs and deliver technical enablement programs for support staff.