Manager of Applied AI, Solutions Support Engineering
Core
Lead an AI-first team of internal tool and automation developers to build the architecture and tools powering a global technical support platform.
Role type
Senior IC manager (AI engineering & internal tooling)
Builds
Intelligent ticket routing, browser/IDE extensions, automated triage workflows, and CRM integrations for technical support
Domain
SaaS security platform / Technical Support Engineering
Deliverable
production ML models
Required skills
Python, TypeScript/JavaScript, Apex, AI model integration, prompt engineering, Zendesk administration, Salesforce development, GCP infrastructure, Terraform, Docker, CI/CD
Preferred skills
Model Context Protocol (MCP), Salesforce Lightning Web Components, Chrome/VS Code extensions, Slack bot integration, BI reporting pipelines
Technologies
Python, TypeScript, JavaScript, Apex, Zendesk, Salesforce, ServiceNow, GCP, PostgreSQL, BigQuery, Pub/Sub, Terraform, Docker, Git, Jira, Slack, PagerDuty, Gemini, Claude Code
Responsibilities
Lead and mentor an AI-first team of internal tool developers; Own the tooling and automation roadmap for technical support; Serve as a hands-on technical leader writing code in Python, TypeScript, and Apex; Champion an AI-first development pipeline using AI models and coding tools; Own the administration and custom development of the Zendesk platform; Lead development of internal support tooling including ticket routing and extensions; Maintain cloud infrastructure on GCP; Partner with Support leadership and Product to build new automations
Seniority
Senior, hands-on IC manager
