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Customer Support Operations Intelligence Engineer

5 months, 2 weeks ago
United States
Full-time
Mid Level
AI Engineer
Artificial Intelligence and Machine Learning
LLM Python
Apply Now
Seeq

Seeq

Seeq accelerates industrial process analytics with advanced tools for oil refineries, pharmaceuticals, and energy production, converting data into actionable intelligence.

Chemicals
51-250
Founded 2013
$115M raised
View All Jobs 14

Description

  • Build AI agents, workflows, and process automations to scale Technical Support effectiveness, efficiency, and quality.
  • Design and implement agentic workflows for ticket triage, routing, knowledge retrieval, escalation preparation, case summarization, and investigation support.
  • Develop operations intelligence systems that help support teams act earlier, faster, and with better judgment.
  • Translate support data, product usage context, case metadata, and internal knowledge into actionable insights and recommendations.
  • Collaborate with Technical Support Engineers, Support leadership, Product, Engineering, and Customer Success to improve support operations across regions and escalation paths.
  • Analyze ticket patterns, response trends, escalation signals, and support workflows to identify friction and improvement opportunities.
  • Recommend and help operationalize process changes for Support, Engineering, Product, and Customer Success.
  • Create prompts, tooling, documentation, and conventions that make AI-assisted support workflows easier to execute and improve over time.
  • Balance agentic AI with deterministic automation to safely improve throughput and quality in production workflows.

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.
  • Proficiency in Python, APIs, and software development frameworks used to automate complex workflows.
  • Experience building production-grade internal tools and AI-powered systems used to improve speed, quality, and consistency.
  • Strong understanding of technical support operations, ticketing and case management systems, escalation workflows, or other service operations environments.
  • Experience translating messy operational processes and data into scalable systems, actionable intelligence, and measurable improvements.
  • Excellent problem-solving and analytical skills with strong attention to detail.
  • Excellent communication and collaboration skills in a cross-functional team environment.
  • Experience working across data pipelines, workflow systems, orchestration, data modeling, and internal tooling is preferred.
  • Prior experience with support operations, operational analytics, or customer-facing internal tools is preferred.

Benefits

  • Remote-first work environment.
  • Competitive salary plus bonus incentives, with a stated range of $125,000 to $170,000 USD.
  • 12-week paid family leave.
  • Unlimited PTO.
  • Internet and mobile phone reimbursements.
  • Medical benefits, including voluntary vision and dental coverage.
  • Group term life insurance and short-term/long-term disability insurance.
  • Pre-tax benefits, vacation bonus program, employee assistance program, and generous home office allowance.

Interested in this position?

Apply directly on the company website

Apply Now

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