Support Engineer — Internal Tools & AI Automation

Cloaked; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

Cloaked in New York is seeking a software-minded Customer Success Engineer to build and improve the internal tools that power our support team. You’ll turn daily pain points into reliable automation and scalable workflows.

You’ll own the integration of AI-powered support, enhance our Intercom setup, and define handoffs where a human should step in. You’ll also diagnose complex issues by inspecting logs, querying databases, and tracing systems.

Qualifications

• Builder who ships internal tools used daily.
• Comfort with Python and Django stack.
• Experience integrating AI-powered support (Intercom).
• Able to read unfamiliar code, write SQL, and trace issues across systems.
• Good judgment with customers and clear communication.

Responsibilities

• Build internal support tools and automation for the support team.
• Improve AI-powered support and Intercom integration.
• Own technical escalations by diagnosing issues and routing to the right team.
• Handle sensitive cases with care around security and privacy.
• Identify recurring issues and turn them into automation.

Skills

Python

Django

SQL

Customer focus

Tools

Intercom

PostgreSQL

Job description

Cloaked in New York is seeking a software-minded Customer Success Engineer to build and improve the internal tools that power our support team. You’ll turn daily pain points into reliable automation and scalable workflows.

You’ll own the integration of AI-powered support, enhance our Intercom setup, and define handoffs where a human should step in. You’ll also diagnose complex issues by inspecting logs, querying databases, and tracing systems.