Support Systems Architect
Core
Design, prototype, and implement scalable systems, automated workflows, and data pipelines to modernize the User Operations team's support capabilities and customer experience.
Role type
Senior Systems Architect (Support Operations & Automation)
Builds
Automated launch checklists, content pipelines, incident detection systems, data pipelines for sentiment/trends, and LLM-powered support flows.
Domain
AI/ML product support, Customer Operations, Automation Engineering
Deliverable
production ML models | product features | infrastructure
Required skills
Systems architecture, automation scripting, data pipeline engineering, LLM integration, cross-functional collaboration, incident management, product feedback translation
Preferred skills
Experience with low-code tools, rapid prototyping, customer advocacy, working in ambiguous environments
Technologies
ChatGPT, Jupyter notebooks, Retool, LLMs
Responsibilities
Build Day-1 enabled workflows and role-tailored playbooks; Automate repetitive touchpoints using scripts, agents, and LLM flows; Codify detection logic and post-incident learning loops; Prototype and validate new tooling before hardening; Stand up data pipelines routing insights to Product; Identify risks during tooling rollouts
Seniority
Senior, hands-on IC
