In-Office Austin: AI-Driven Support Systems Engineer

Light Labs; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Light Labs in Austin, TX is hiring a Support Systems Engineer to design and own the end-to-end support system used by teams and customers. You will build and scale the playbooks, routing, and AI-backed responses to achieve rapid resolution and high quality support.

You'll collaborate with GTM Operations, product managers, and founders to deliver measurable improvements in support velocity and customer outcomes in a fast-growing lab data platform environment.

Qualifications

• You've built a ticketing system and run it under real volume.
• You use AI to run your own work, not just to draft emails.
• You’ve seen great support from the inside.
• You'll say what's broken, out loud, and then fix it.
• You're comfortable starting with a problem instead of a project plan.
• You bring people along.
• Ready to be in our Austin office.

Responsibilities

• Tell us what's broken. Audit how support works today and identify gaps to fix.
• Stand up Pylon: design routing, tracking, ownership, and reporting.
• Build escalation paths that actually work with clear ownership.
• Put AI on the front line to handle common questions.
• Chase two minutes: measure, reduce, and report resolution time.
• Make the team faster without adding headcount by building scalable playbooks.

Skills

Ticketing system

AI integration

GTM operations

Startup experience

Tools

Pylon

Zendesk

Intercom

Front

HubSpot Service Hub

Jira Service Management

Job description

Light Labs in Austin, TX is hiring a Support Systems Engineer to design and own the end-to-end support system used by teams and customers. You will build and scale the playbooks, routing, and AI-backed responses to achieve rapid resolution and high quality support.

You'll collaborate with GTM Operations, product managers, and founders to deliver measurable improvements in support velocity and customer outcomes in a fast-growing lab data platform environment.