Product Support Solutions Developer

Recorded Future; United States; Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work

Flexible schedules

Career development programs

Generous paid time off

Parental leave

Wellness programs

Retirement plans

Company paid life and income insurance

Job summary

Recorded Future, Inc. is seeking a Product Support Solutions Developer to design and maintain the technical tooling powering our customer support function.

You will blend development and operations to build scalable internal tooling, custom integrations, and AI-driven automations that reduce resolution times and improve CSAT. You will lead the evaluation and deployment of AI agents, build analytics dashboards, and collaborate across Engineering, Product, and Support teams to translate product

Qualifications

• 3+ years in product support engineering, support operations, or developer relations.
• Experience building internal tooling, automation, and integrations.
• Familiarity with AI agents, LLMs, and RAG workflows for customer support.
• Ability to design scalable tooling and maintain data integrity.

Responsibilities

• Design, build, and maintain internal tooling and automation for customer support.
• Develop UI components, apps, and macros within support platforms to improve agent efficiency.
• Architect API connections and automated workflows for ticket routing and data syncs.
• Lead AI agent deployment, prompt engineering, and monitoring for performance and customer impact.
• Create analytics dashboards and data pipelines to track KPIs like MTTR and CSAT.
• Document SOPs and enablement programs for support staff and leadership.
• Collaborate with Product Analytics to unify reporting across platforms.

Skills

Python

JavaScript

REST APIs

Webhooks

SQL

Dashboards

Collaboration

Tools

Zendesk API/Apps Framework

Jira Service Management

Salesforce

Freshdesk

Domo

Tableau

Looker

Job description

• The Product Support Solutions Developer designs, builds, and maintains the technical infrastructure, tools, and automated workflows that power the customer support function
• Combining technical development expertise with support operations and enablement, this role is responsible for architecting scalable internal tooling, engineering custom integrations, and leveraging AI agents/automations to drive operational efficiency, reduce resolution times, and elevate customer satisfaction
• Custom Tooling & Integration Development
• Design, build, and maintain custom applications, scripts, and webhook integrations across core support systems (e.g., Zendesk, Jira, Salesforce Service Cloud, Domo, StatusPage)
• Architect and optimize API connections, custom middleware, and automated workflows to streamline ticket routing, data syncs, and escalations
• Build custom UI components, apps, and macros within support platforms to enhance agent efficiency and desktop experience
• Determines methods and procedures for new or undefined assignments, considering company objectives—only functional needs—to shape solutions
• AI Agent & Automation Implementation
• Lead the evaluation, development, and deployment of AI agents, LLM-powered assistants, and chatbots to automate tier-1 support interactions and internal agent assistance
• Fine-tune AI agent prompt workflows, knowledge ingestion pipelines, and retrieval-augmented generation (RAG) models to improve self-service resolution rates
• Monitor and continuously optimize AI agent performance, accuracy, and customer satisfaction metrics
• Support Operations & Tool Management
• Administer, configure, and optimize support systems, maintaining SLAs, routing rules, triggers, and automated workflows
• Conduct regular quality, tag, and compliance audits across systems to ensure high data integrity and adherence to support processes
• Assist Platform Operations and Support Leadership with outage communication tooling, incident escalation paths, and client updates
• Data Engineering, Analytics & Reporting
• Build and maintain complex analytics dashboards and data pipelines (e.g., Zendesk Explore, Domo, SQL) to track KPIs like ticket volume, MTTR, CSAT, and backlog trends
• Partner with Product Analytics to build unified data reporting layers across disparate platforms
• Perform root-cause analysis on platform trends and negative CSAT ratings to identify automation opportunities and systemic fixes
• Technical Enablement & Process Improvement
• Collaborate with Support Leadership to design and deliver technical onboarding and enablement programs for support staff
• Digest complex product handoffs from Product and Engineering teams, translating them into technical documentation, live training modules, and internal knowledge base resources
• Partner with Documentation and Training teams to create client-facing self-service e-learnings and articles that reduce inbound ticket volume
• Continuously audit support workflows to identify operational bottlenecks, create documented procedures to improve them, and develop automated solutions as necessary to eliminate them
• Maintains key relationships outside their area of expertise to bolster unified process improvement where necessary

Benefits

• Competitive compensation
• Retirement plans
• Great health benefits for employees and their families
• Company paid life and income protection
• Structured professional development and career advancement programs
• Generous paid time off
• Parental leave
• Wellness programs
• Hybrid work and flexible schedules

Development & Scripting: Hands-on programming experience (e.g., Python, JavaScript/Node.js, REST APIs, Webhooks, JSON) to build custom tooling and integrations

Platform Expertise: Deep administrator/developer experience with customer support ecosystems (e.g., Zendesk API/Apps Framework, Jira Service Management, Salesforce, Freshdesk)

Data & Analytics: Strong SQL skills and experience building dashboards in BI tools (e.g., Domo, Tableau, Looker) or native reporting engines (Zendesk Explore)

Communication: Strong cross-functional collaboration skills to liaise effectively between Engineering, Product, and Support teams

Experience: 3+ years of experience in product support engineering, support operations, technical support, or developer relations

Operations & Enablement: Proven ability to document SOPs, lead technical training, and optimize operational support workflows

AI & Automation Experience: Hands-on experience developing or implementing AI Agents, LLM APIs (e.g., OpenAI, Anthropic), conversational AI frameworks, or agentic frameworks (e.g., LangChain, AutoGen)

Knowledge Management for AI: Experience with vector databases, prompt engineering, or managing knowledge bases optimized for AI search/RAG architectures

Best Practices: Familiarity with ITIL framework, Agile methodology, or DevOps deployment practices