Senior AI Support Engineer — Automation & Diagnostics

Pam; Tysons (VA); On-site; USD 140,000 - 200,000; Full time

Job summary

Pam is seeking an engineer to own AI agents, diagnostics, and internal tools that empower our support teams to resolve customer issues faster and with fewer escalations. This hands-on role covers discovery through production, building scalable solutions and improving how our customers experience voice AI and CRM integrations.

You’ll work closely with Support, Product, and Engineering to turn complex problems into reliable tooling, tests, and playbooks, while maintaining strict data access

Qualifications

• 5+ years in software engineering building and operating production systems.
• Hands-on experience shipping LLM-powered applications or workflows.
• Strong debugging across code, logs, data, and configuration.
• Experience with automated tests, version control, deployment, and monitoring.
• Excellent written communication and collaboration with support teams.

Responsibilities

• Own AI agents, diagnostics, and internal tools for support.
• Investigate escalations and build tools to prevent repeats.
• Develop checks and alerts for broken customer workflows.
• Ensure tests, deployment, monitoring, and docs accompany code.
• Collaborate with Support, Product, and Engineering to prioritize improvements.
• Implement access controls and audit trails for customer data.
• Measure adoption, resolution quality, and running costs.

Skills

Production software

LLM-powered apps

Debugging

DevOps basics

Clear communication

Tools

AWS

CRM integrations

Scheduling integrations

Job description

Pam is seeking an engineer to own AI agents, diagnostics, and internal tools that empower our support teams to resolve customer issues faster and with fewer escalations. This hands-on role covers discovery through production, building scalable solutions and improving how our customers experience voice AI and CRM integrations.

You’ll work closely with Support, Product, and Engineering to turn complex problems into reliable tooling, tests, and playbooks, while maintaining strict data access