Customer Support Operations Intelligence Engineer

📋 Description

• This position emphasizes enhancing the effectiveness, efficiency, and quality of Seeq’s global Technical Support organization.

• You will develop AI agents, workflows, and process automations to further empower our exceptional support team as we expand our customer and user base.

• Create operations intelligence workflows that enable Seeq’s Technical Support team to respond earlier, act faster, and make better decisions.

• Collaborate closely with Technical Support Engineers, Support leadership, Product, Engineering, and Customer Success to gain insights into how support functions across different regions, time zones, and escalation paths, and transform those insights into systems that enhance operations.

• Design and implement workflows that minimize manual tasks, enhance consistency, and expedite high-value support activities such as ticket triage, routing, knowledge retrieval, escalation preparation, case summarization, data collection, and root-cause analysis.

• Convert operational data into actionable intelligence, including support tickets, product usage context, case metadata, response patterns, escalation signals, and internal knowledge sources, delivering timely insights to the appropriate stakeholders.

• Influence Seeq's operations in an AI-enhanced environment by creating systems, prompts, tools, documentation, and conventions that simplify the execution of support workflows and facilitate continuous improvement over time.

⛳️ Requirements

• Minimum of 3 years of professional experience in software development, workflow automation, applied AI, analytics engineering, support tooling, or related technical roles.

• Experience with contemporary AI tools, including LLMs, agent-based workflows, prompt design, evaluation, and human-in-the-loop operational systems.

• Proficient in Python, APIs, and software development frameworks utilized for automating and operationalizing intricate workflows.

• Proven experience in developing production-quality internal tools and AI-driven systems that enhance team speed, quality, and consistency.

• Strong understanding of technical support operations, ticketing and case management systems, escalation workflows, or similar service operations settings.

• Highly skilled in translating complex operational processes and data into scalable systems, actionable insights, and measurable enhancements.

• Exceptional problem-solving and analytical abilities, with a keen attention to detail.

• Strong communication and collaboration skills, with the capability to work effectively within a cross-functional team environment.

🏝️ Benefits

• 12-week paid Seeq 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

• The best co-workers (we've analyzed the data, so we know it's true.)

• Pet-friendly workspace (your dog will be so happy to have you home)

• You love your job!