Support Tools Engineer — AI & Automation

JobCubby; New York, Northern (NY, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Cloaked is seeking a builder to create internal tools for our Customer Success team. You’ll work on automation and tooling that helps support resolve issues without escalation, while tackling the hard technical problems those tools encounter.

You’ll own the Intercom integration, build account lookups, refunds, and recovery flows, and deepen our AI-assisted support capabilities. This role blends coding with customer-focused problem solving.

Qualifications

• Proactive builder who ships internal tools used by the support team.
• Strong debugging skills and ability to read unfamiliar code.
• Clear communication with customers and engineers to fix issues.

Responsibilities

• Build and maintain internal support tools for the CS team.
• Improve AI-powered support and Intercom integration.
• Handle technical escalations by tracing issues across systems and writing clear write-ups.
• Manage sensitive cases involving account security or privacy and data removal requests.
• Identify recurring issues and convert them into automation or tools.
• Contribute to runbooks and internal tooling standards as the function grows.

Skills

Strong debugging

Problem solving

Customer focus

Communication

Tools

Python

Django

PostgreSQL

Intercom integration

Job description

Cloaked is seeking a builder to create internal tools for our Customer Success team. You’ll work on automation and tooling that helps support resolve issues without escalation, while tackling the hard technical problems those tools encounter.

You’ll own the Intercom integration, build account lookups, refunds, and recovery flows, and deepen our AI-assisted support capabilities. This role blends coding with customer-focused problem solving.