Founding Senior Platform Engineer: Support Engineering
Broccoli AI14 days ago
Lehi, UT, USASenior
Responsibilities
- Build and improve AI workflows for common customer questions and Tier 1 support issues.
- Own and maintain a customer- and AI-friendly support knowledge base.
- Build the customer-facing support platform.
- Automate repetitive support tasks by building tools, integrations, and workflows.
- Investigate recurring customer issues and AI failures, identify root causes, and develop lasting solutions.
- Partner with Technical Support, Customer Success, and Product Engineering to improve customer experience and address underlying product issues.
- Build reporting and dashboards covering ticket trends, resolution rates, and support performance.
- Help scale routine support while ensuring enterprise customers and complex issues receive appropriate attention.
Requirements
- 5+ years of software engineering or closely related technical experience with a record of building and shipping software.
- Degree in Computer Science or equivalent practical experience.
- Strong coding skills and experience developing, debugging, and maintaining software.
- Experience building integrations, working with APIs and databases, and connecting systems.
- Hands-on experience with AI-powered applications, LLMs, AI agents, or workflow automation.
- Product-minded approach to engineering and ability to understand customer problems.
- Strong problem-solving skills and ability to take projects from initial idea through implementation and iteration.
- Experience working with customer support teams or building customer-facing tools is preferred.
Categories
About Broccoli AI
Broccoli AI builds AI voice assistants and agents for home service businesses that answer calls, book jobs, and follow up with customers. Its product integrates with platforms like ServiceTitan to replace fragmented front-office workflows for plumbing, HVAC, and electrical contractors. The privately held company is headquartered in San Francisco, and hundreds of contractors use Broccoli to run their front office.