14 hours ago
San Francisco, CA, USA or New York, NY, USAMid Level
H1B Sponsor
Base Salary
$169k - $245k/yr
Responsibilities
- Build and operationalize AI-powered workflows that improve customer and internal Product Support experiences.
- Design and maintain integrations across Decagon, Zendesk, Figma admin tooling, internal data sources, and adjacent support platforms.
- Integrate customer, account, product, billing, file, and admin metadata into support conversations.
- Use LLMs and AI patterns for classification, summarization, routing, recommendations, context enrichment, and workflow automation.
- Partner with Engineering, Analytics, Security, Programs, Support, and vendor teams on requirements, implementation, governance, and rollout.
- Build quality checks, monitoring, fallback paths, and operational guardrails for production AI workflows.
- Define workflow success metrics, track adoption and impact, and iterate based on customer outcomes and Specialist efficiency.
Requirements
- At least 3 years of experience shipping integrations, automations, or internal tools across customer-facing operational systems.
- Strong proficiency with modern backend technologies and languages such as Ruby, Python, Go, C++, and PostgreSQL.
- Hands-on experience building APIs, implementing webhooks, orchestrating data flows, and integrating systems across complex workflows.
- Experience with LLM-powered workflows, AI automations, or AI-enabled customer and support experiences.
- Ability to use operational data to debug issues, improve workflows, and measure impact.
- Strong product and stakeholder judgment for translating ambiguous support problems into practical, adopted, and measurable technical solutions.
- Proven experience designing AI workflows with clear guardrails, fallback paths, and responsible deployment practices.
- Preferred experience with support platforms such as Zendesk, Decagon, Sprinklr, Gainsight, Maestro QA/Rippit, Assembled, Salesforce, or similar systems.
- Preferred familiarity with agent assist tooling, AI support chatbots, copilot tooling, RAG, AI observability, or production monitoring of AI workflows.
- Preferred experience building internal Slack tooling, workflow automations, or embedded support experiences.
- Relevant backgrounds may include Support Engineering, Internal Tools Engineering, Solutions Engineering, Support Operations, CX Systems, or Business Systems.
- Familiarity with customer support metrics such as containment, deflection, CSAT, first contact resolution, and routing accuracy is a plus.
Benefits
- Full-time role based at a U.S. hub or remotely within the United States.
- Health, dental, and vision coverage.
- Retirement benefits with company contributions.
- Parental leave and reproductive or family planning support.
- Mental health and wellness benefits.
- Paid time off, paid sick leave, holidays, and flexible PTO for eligible exempt employees.
- Company recharge days, cell phone and home internet reimbursements, and lifestyle spending accounts may be available.
- Annual bonus plan for eligible non-sales employees.
- Equity and additional benefits are offered subject to applicable plan terms.
- In-person onboarding is required if hired.
Tech Stack
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