Customer Support Operations Intelligence Engineer
S
Remote, Oregon, United StatesFull-TimeMiddle
Salary125,000 - 170,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 3 years of professional experience
- Required Skills
- PythonRESTful APIs
Requirements
- At least 3 years of professional experience in software development, workflow automation, applied AI, analytics engineering, support tooling, or related technical work.
- Experience with modern AI tooling, including LLMs, agentic workflows, prompt design, evaluation, and human-in-the-loop operational systems.
- Proficient in Python, APIs, and software development frameworks for automating complex workflows.
- Demonstrated experience building production-grade internal tools and AI-powered systems that improve speed, quality, and consistency.
- Strong understanding of technical support operations, ticketing/case management systems, and escalation workflows.
- Highly effective at translating operational processes and data into scalable systems, actionable intelligence, and measurable improvements.
- Excellent problem-solving, analytical skills, and attention to detail.
- Excellent communication and collaboration skills for cross-functional team environments.
- Strong systems thinking, operational judgment, and a practical approach to automation.
- Ability to move fluidly between automation, analytics, orchestration, data modeling, and product-quality internal tooling.
- Thoughtful about operational quality, including clarity, observability, maintainability, and safeguards for AI in support processes.
- Strong written communication skills for creating documentation, playbooks, prompts, and operating conventions.
Responsibilities
- Build AI agents, workflows, and process automations to scale the effectiveness, efficiency, and quality of Seeq’s global Technical Support organization.
- Develop operations intelligence workflows that enable the Technical Support team to act earlier, faster, and with better judgment.
- Collaborate with Technical Support Engineers, Support leadership, Product, Engineering, and Customer Success to understand support dynamics and translate insights into system improvements.
- Design and implement agentic AI workflows to reduce manual effort, improve consistency, and accelerate support tasks like ticket triage, routing, knowledge retrieval, escalation preparation, case summarization, data gathering, and root-cause investigation.
- Build or extend systems such as AI-assisted ticket triage and routing, case summarization and escalation preparation tools, knowledge retrieval workflows, and operational insights from ticket patterns.
- Translate operational data (support tickets, product usage, case metadata, response patterns, escalation signals, internal knowledge) into actionable intelligence.
- Apply modern AI and software tooling with rigor, discerning when agentic systems or deterministic automation are best for production support workflows.
- Shape Seeq’s AI-assisted operational future by creating systems, prompts, tooling, documentation, and conventions for support workflows.
View Full Description & ApplyYou'll be redirected to the employer's site
