Manager, Applied AI – Solutions Support Engineering

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

📋 Description

• Lead, mentor, and provide direction for an AI-focused team of developers specializing in internal tools and automation.

• Organize and facilitate Jira sprints, oversee epics and defects, and promote both technical execution and team development.

• Take ownership of the tooling and automation strategy for the technical support experience.

• Write, review, and deploy code in Python, TypeScript/JavaScript, and Apex across web applications, automation tasks, and CRM integrations.

• Utilize AI models, APIs, Gemini, and Claude Code to create internal tools along with automated workflows for ticket triage, pre-investigation, and resolution.

• Manage Zendesk administration, including architecture, custom development, embedded applications, webhooks, workflows, and routing/SLA logic.

• Develop integrations and workflows with ServiceNow and Salesforce, including writing Apex code.

• Oversee the internal support tooling suite, incorporating skills- and availability-based ticket routing, browser and IDE extensions, and integrations with Slack, Jira, Zoom, and PagerDuty.

• Maintain GCP infrastructure utilizing containerized services, PostgreSQL, BigQuery, Pub/Sub, and Terraform.

• Collaborate with Support leadership, Solutions Support Engineers, Product teams, and the CTO team to identify workflow bottlenecks and create tools and automations.

⛳️ Requirements

• A minimum of 2 years of experience leading or managing a team of internal tool developers, automation engineers, or systems developers, including providing technical guidance, managing Agile sprints, Jira epics and defects, and hands-on coding.

• Over 5 years of practical development experience in building internal tools, backend services, APIs, and web applications using Python and TypeScript/JavaScript, including Node.js and React.

• Proficient in Zendesk and Salesforce administration and development, with experience in Zendesk configurations and apps, Salesforce Apex, custom objects, workflows, and ServiceNow integrations.

• Experience in deploying and maintaining cloud-hosted services on GCP, AWS, or Azure using containers, relational databases like PostgreSQL, data warehouses such as BigQuery, and message queues.

• Hands-on experience with AI models, APIs, prompt engineering, and AI-assisted coding tools.

• Familiarity with Terraform, Docker, Git, CI/CD pipelines, and managing changes across cloud services and CRM sandboxes.

• Must fulfill the EAR Part 772 and ITAR 120.15 definition of a U.S. person.

• Residency required in the contiguous United States.

• Experience with MCP servers, tool proxies, Gemini, or Claude Code is preferred.

• Preferred experience in building custom UI components and integrations across Zendesk, Salesforce, and ServiceNow.

• Preferred experience in creating productivity tools such as Chrome extensions, VS Code extensions, or cloud-hosted workspaces.

• Preferred experience in developing ticket routing, scheduling, and team availability tools.

• Familiarity with Slack, Jira, Zoom, and BI reporting pipelines is preferred.

• Previous customer-facing technical support experience, ideally at a B2B technology company.

🏝️ Benefits

• No specific benefits, perks, or compensation extras are detailed in the posting.

• Equal opportunity employer.

• No visa sponsorship available.