Customer Support Operations Intelligence Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

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

• You will develop AI agents, workflows, and process automations that elevate our world-class support team’s capabilities as we expand our customer and user base.

• Create operational intelligence workflows that enable Seeq’s Technical Support team to respond more quickly, decisively, and accurately.

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

• Design and execute workflows that minimize manual tasks, enhance consistency, and accelerate high-impact support activities such as ticket triage, routing, knowledge retrieval, escalation preparation, case summarization, data collection, and root-cause investigation.

• Convert operational data into actionable insights, encompassing support tickets, product usage context, case metadata, response patterns, escalation signals, and internal knowledge resources, ensuring that the right information reaches the appropriate individuals promptly.

• Contribute to shaping Seeq’s operations in an AI-assisted environment by developing systems, prompts, tools, documentation, and conventions that simplify the execution of support workflows and facilitate continuous improvement.

⛳️ Requirements

• Possess a minimum of 3 years of professional experience in software development, workflow automation, applied AI, analytics engineering, support tooling, or similar technical roles.

• Have experience with contemporary AI tools, including LLMs, agentic workflows, prompt design, evaluation, and human-in-the-loop operational systems.

• Proficient in Python, APIs, and software development frameworks that automate and operationalize complex workflows.

• Demonstrate experience in creating production-grade internal tools and AI-driven systems that enhance team performance in terms of speed, quality, and consistency.

• Exhibit a strong comprehension of technical support operations, ticketing and case management systems, escalation workflows, or other service operation environments.

• Be adept at translating complex operational processes and data into scalable systems, actionable intelligence, and quantifiable enhancements.

• Show exceptional problem-solving and analytical skills, along with meticulous attention to detail.

• Exhibit excellent communication and collaboration abilities, thriving in a cross-functional team setting.

🏝️ 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!