Founding Senior Platform Engineer: Support Engineering

broccoli; United States; Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

Broccoli AI is hiring an AI-first builder to transform how we deliver customer support. You will own the support experience and design AI workflows, systems, and a knowledge base that helps our team resolve issues faster and more accurately.

You will collaborate with Technical Support, Customer Success, and Product Engineering to automate workflows, improve AI troubleshooting, and scale support for enterprise customers.

Qualifications

• 5+ years of software engineering or closely related technical experience.
• A degree in Computer Science or equivalent practical experience.
• Strong coding skills and experience developing, debugging, and maintaining software.
• Experience building integrations, working with APIs and databases, and connecting systems.
• Hands-on experience with AI-powered applications, LLMs, AI agents, or workflow automation.
• A product-minded approach to engineering. You enjoy understanding customer problems and building solutions that address them.
• Strong problem-solving skills and the ability to take projects from initial idea through implementation and iteration.
• Experience working with customer support teams or building customer-facing tools is a plus.

Responsabilités

• Build and improve AI workflows that help resolve common customer questions and Tier 1 support issues.
• Own our support knowledge base, ensuring documentation is accurate, easy to navigate, and useful for both customers and AI.
• Build out the customer facing support platform ( example ).
• Identify opportunities to automate repetitive support tasks and build the tools, integrations, and workflows to make them happen.
• Investigate recurring customer issues and AI failures to understand root causes and develop lasting solutions.
• Partner with Technical Support, Customer Success, and Product Engineering to improve the customer experience and address underlying product issues.
• Build reporting and dashboards that provide visibility into ticket trends, resolution rates, and support performance.
• Help ensure enterprise customers and complex issues receive the attention they need while making routine support more scalable.

Connaissances

Software engineering

APIs

Databases

AI/LLMs

Workflow automation

Debugging

Customer focus

Formation

BS in Computer Science

Outils

REST APIs

Databases

Integrations

Description du poste

About Broccoli

At Broccoli, we're building AI teammates for the people who build and maintain our world. We partner with plumbing, HVAC, and electrical contractors, the hardworking businesses that keep America running, and replace fragmented software and repetitive manual work with AI that actually gets the job done.

Our AI teammates answer phones, book appointments, follow up with customers, recover missed revenue, and help contractors deliver exceptional customer experiences.

Before we wrote a single line of code, we visited more than 140 contractors to understand how these businesses truly operate. That firsthand experience shaped everything we've built.

Today: Hundreds of contractors rely on Broccoli every day.

We've grown to $25M+ ARR in 2.5 years.

We're trusted by everyone from independent contractors to some of the largest private equity backed operators in the home services industry.

We're backed by Khosla Ventures and Y Combinator.

We're still just getting started.

The Role

We're looking for an AI-first builder to transform how we deliver customer support at Broccoli AI. You'll own customer support experience and build the AI workflows, systems, and documentation that help us resolve customer issues faster and more effectively. You'll work closely with our Technical Support team, Customer Success and Product Engineering, to build tools and automate workflow, improve how our AI troubleshoots customer issues, and build a knowledge base that delivers accurate, helpful answers. This is a hands‑on role for someone who wants to use technical skills to impact directly how a world class technical support team works. You'll identify recurring customer issues, build and improve AI-powered solutions, and use support data to identify opportunities to improve the customer experience. You'll report to our Head of Customer Success and partner closely with teams across the company.

What You'll Do

• Build and improve AI workflows that help resolve common customer questions and Tier 1 support issues.
• Own our support knowledge base, ensuring documentation is accurate, easy to navigate, and useful for both customers and AI.
• Build out the customer facing support platform ( example ).
• Identify opportunities to automate repetitive support tasks and build the tools, integrations, and workflows to make them happen.
• Investigate recurring customer issues and AI failures to understand root causes and develop lasting solutions.
• Partner with Technical Support, Customer Success, and Product Engineering to improve the customer experience and address underlying product issues.
• Build reporting and dashboards that provide visibility into ticket trends, resolution rates, and support performance.
• Help ensure enterprise customers and complex issues receive the attention they need while making routine support more scalable.

What We're Looking For

• 5+ years of software engineering or closely related technical experience, with a track record of building and shipping software.
• A degree in Computer Science or equivalent practical experience.
• Strong coding skills and experience developing, debugging, and maintaining software.
• Experience building integrations, working with APIs and databases, and connecting systems.
• Hands‑on experience with AI-powered applications, LLMs, AI agents, or workflow automation.
• A product‑mind approach to engineering. You enjoy understanding customer problems and building solutions that address them.
• Strong problem‑solving skills and the ability to take projects from initial idea through implementation and iteration.
• Experience working with customer support teams or building customer‑facing tools is a plus.