Support AI Engineer
Core
Build and operationalize AI-powered workflows and integrations to enhance Product Support experiences for customers and internal teams.
Role type
Support AI Engineer (IC)
Builds
Intelligent, resilient, and integrated solutions that automate workflows, connect systems, and streamline support operations.
Domain
SaaS / Customer Support / AI Infrastructure
Deliverable
production ML models | product features | infrastructure
Required skills
API integration, LLM workflow design, data flow management, system automation, operational monitoring, stakeholder alignment
Preferred skills
Zendesk/Decagon experience, RAG/agent assist tooling, internal tooling development, support metrics analysis
Technologies
LLMs, Decagon, Zendesk, Figma admin tooling, Slack, RAG, AI observability
Responsibilities
Build and operationalize AI-powered workflows that improve Product Support experiences; Design and maintain integrations across Decagon, Zendesk, and internal data sources; Bring customer and account metadata into support conversations for context; Use LLMs for classification, summarization, routing, and workflow automation; Partner with Engineering, Analytics, Security, and Support teams; Build quality checks, monitoring, and fallback paths for AI workflows; Define success metrics and iterate based on customer outcomes and efficiency.