AI-Powered Support Automation Engineer

Pam; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

A leading AI technology firm in the United States is hiring a Senior Operations Engineer to develop AI-powered automation for support processes. You will transform the current system into an intelligent pipeline, enabling AI to handle customer issues effectively, thereby enhancing operational efficiency. The ideal candidate has over 3 years of software engineering experience, strong skills in TypeScript and AWS, and a passion for building automation and internal tools.

Qualifications

• 3+ years of experience in software engineering.
• Experience in building automation and internal tooling.
• Comfortable integrating AI and large language models (LLMs) in production.

Responsibilities

• Build the Email to Ticket Pipeline for automating support ticket creation.
• Create observability dashboards for support metrics.
• Enable AI Tier 0 by developing a knowledge base and auto-response system.
• Develop AI-Enabled Runbooks for query resolutions.
• Implement smart triage to improve escalation routing.
• Optimize the support process through data-driven insights.

Skills

TypeScript

AWS

Automation

AI integration

Data analysis

Tools

Zendesk

Intercom

Linear

Job description

A leading AI technology firm in the United States is hiring a Senior Operations Engineer to develop AI-powered automation for support processes. You will transform the current system into an intelligent pipeline, enabling AI to handle customer issues effectively, thereby enhancing operational efficiency. The ideal candidate has over 3 years of software engineering experience, strong skills in TypeScript and AWS, and a passion for building automation and internal tools.