Product Support Solutions Developer
Recorded Future3 days ago
Boston, MA, USAMid Level
H1B sponsor
Base Salary
$128k - $192k/yr
Responsibilities
- Design, build, and maintain custom support applications, scripts, API integrations, middleware, workflows, UI components, apps, and macros.
- Develop, deploy, fine-tune, and monitor AI agents, LLM-powered assistants, chatbots, prompt workflows, knowledge ingestion pipelines, and RAG solutions.
- Administer and optimize support systems, including SLAs, routing rules, triggers, automated workflows, audits, outage communications, and escalation paths.
- Build analytics dashboards, reporting layers, and data pipelines to measure ticket volume, MTTR, CSAT, backlog, and other support KPIs.
- Perform root-cause analysis and identify automation, process-improvement, and systemic-fix opportunities.
- Create technical documentation, SOPs, onboarding and enablement programs, training modules, knowledge-base resources, and client-facing self-service content.
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 support ecosystems such as Zendesk, Jira Service Management, Salesforce, or Freshdesk.
- Strong SQL skills and experience building dashboards with Domo, Tableau, Looker, Zendesk Explore, or similar reporting tools.
- Ability to document SOPs, lead technical training, and optimize operational support workflows.
- Strong cross-functional communication and collaboration skills across Engineering, Product, and Support.
- Preferred experience developing or implementing AI agents, LLM APIs, conversational AI or agentic frameworks, vector databases, prompt engineering, and AI-oriented knowledge bases.
- Familiarity with ITIL, Agile, or DevOps deployment practices.
Benefits
- Base salary range of $127,500-$191,500, with potential incentive compensation and equity.
- Medical, dental, vision, life insurance, and 401(k) benefits may be available.
- Hybrid work arrangement indicated by the #LI-Hybrid designation.
- Final-round interviews are conducted in person or through a scheduled video conference.
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.