Customer Support Operations Intelligence Engineer

What You Will Do

• Build operations intelligence workflows that help Seeq’s Technical Support team act earlier, faster, and with better judgment.
• Work closely with Technical Support Engineers, Support leadership, Product, Engineering, and Customer Success to understand how support works across regions, time zones, and escalation paths, then turn those insights into systems that improve the operation.
• Design and implement agentic AI workflows that reduce manual effort, improve consistency, and accelerate high-value support work across ticket triage, routing, knowledge retrieval, escalation preparation, case summarization, data gathering, and root-cause-oriented investigation.
• Build or extend systems including: AI-assisted ticket triage and routing, case summarization and escalation preparation tools, knowledge retrieval workflows for support engineers, operational insights from ticket patterns, response trends, and escalation signals.
• Turn analysis into recommended actions for Support, Engineering, Product, and Customer Success.
• Translate operational data into actionable intelligence, including support tickets, product usage context, case metadata, response patterns, escalation signals, and internal knowledge sources.
• Apply modern AI and software tooling with rigor and judgment, combining agentic systems and deterministic automation safely in production support workflows.
• Shape how Seeq operates in an AI-assisted world by creating systems, prompts, tooling, documentation, and conventions.

What We’re Looking For

• Exceptional engineer with strong systems thinking, operational judgment, and bias toward practical automation that delivers measurable impact.
• Experience building internal tools, workflow automation, operational analytics, or AI-powered systems in environments where accuracy, responsiveness, and user trust matter.
• Deep understanding of human workflows in triage, investigation, escalation, communication, and decision-making under pressure.
• Highly effective in Python and comfortable working across APIs, data pipelines, workflow systems, and applied AI tooling.
• Thoughtful about operational quality: clarity, observability, maintainability, and safeguards for AI in support processes.
• Strong written communication for documentation, playbooks, prompts, and operating conventions.
• Strong ownership and agency: analyze trends, identify friction, quantify opportunity, make tradeoffs, and carry improvements to production.
• Motivated by helping customer-facing teams succeed and improving support speed, consistency, and quality.

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 used to automate and operationalize complex workflows.
• Experience building production-grade internal tools and AI-powered systems that improve speed, quality, and consistency.
• Strong understanding of technical support operations, ticketing and case management systems, escalation workflows, or other service operations environments.
• Highly effective at translating messy operational processes and data into scalable systems, actionable intelligence, and measurable improvements.
• Excellent problem-solving and analytical skills, with great attention to detail.
• Excellent communication and collaboration skills, and ability to work effectively in a cross-functional team environment.

Benefits

• Competitive salary plus bonus incentives: $125,000 - 170,000 USD (determined by level hired at).
• 12-week paid family leave.
• Unlimited PTO.
• Internet and mobile phone reimbursements.
• Medical benefits, group term life insurance, short-term and long-term disability insurance pre-tax benefits.
• Voluntary vision and dental (ortho).
• Vacation bonus program.
• Employee Assistance Program.
• Generous home office allowance.