Product Support Solutions Developer
Recorded Future5 days ago
Washington, DC, USAMid Level
H1B sponsor
Base Salary
$128k - $192k/yr
Responsibilities
- Build and maintain custom applications, scripts, webhook integrations, APIs, middleware, UI components, apps, and macros across support systems.
- Develop, deploy, fine-tune, and monitor AI agents, LLM assistants, chatbots, prompt workflows, knowledge ingestion pipelines, and RAG solutions.
- Administer support platforms, including SLAs, routing rules, triggers, automated workflows, audits, incident escalation tooling, and outage communications.
- Build analytics dashboards and data pipelines, unify reporting across platforms, and analyze support trends and negative CSAT results.
- Create technical documentation, onboarding and enablement programs, live training, self-service resources, and documented process improvements.
Requirements
- At least 3 years of experience in product support engineering, support operations, technical support, or developer relations.
- Hands-on programming experience with Python, JavaScript/Node.js, APIs, webhooks, and JSON for custom tooling and integrations.
- Deep administrator or developer experience with customer support ecosystems such as Zendesk, Jira Service Management, Salesforce, or Freshdesk.
- Strong SQL skills and experience building dashboards with BI tools or native reporting engines such as Domo, Tableau, Looker, or Zendesk Explore.
- Ability to document standard operating procedures, lead technical training, optimize support workflows, and collaborate across Engineering, Product, and Support.
- Preferred experience with AI agents, LLM APIs, conversational or agentic frameworks, vector databases, prompt engineering, and AI-focused knowledge management.
- Familiarity with ITIL, Agile, or DevOps deployment practices is preferred.
Benefits
- Full-time position with a base salary range of $127,500-$191,500.
- Potential eligibility for incentive compensation and equity.
- Medical, dental, vision, life insurance, and 401(k) benefits.
- Hybrid work arrangement, as indicated by the #LI-Hybrid designation.
- Final-round interviews are conducted either in person or by scheduled video conference with the hiring manager.
Tech Stack
Categories
About Recorded Future
Recorded Future builds a threat intelligence platform that aggregates data from the open web, dark web, and technical sources to help security teams detect, analyze, and respond to cyber threats. It sells subscriptions to enterprises and government agencies, with modules for phishing, ransomware, third‑party risk, and state‑sponsored threats. Founded in 2009 and headquartered in Boston, it serves customers worldwide across regulated and high‑risk industries.