Support Operations Engineer
Skills
APICustomer ExperienceEnablementLarge Language ModelsLeadershipOperations ManagementResearch Skills
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5-7+ years in support operations or CX tooling in an AI-forward environment
- Proven track record of shipping AI-assisted workflows and automation in live support environments
- Deep hands-on experience with AI tooling in the support/CX space including LLM-powered copilots RAG systems and agent assist platforms
- Expert-level familiarity with support platforms especially Zendesk plus APIs and integration layers
- Built and owned reporting systems end-to-end
- Strong operational intuition from working in or alongside support teams
- Clear communicator able to translate technical decisions for non-technical stakeholders and leadership
Day to day
- Design and maintain AI-assisted tools that help support specialists triage research and resolve tickets more efficiently
- Own the automation layer across the support stack by building custom integrations cross-tool workflows and solutions beyond native platform features
- Partner with data and support teams to deliver reporting infrastructure that reveals volume quality efficiency and trend insights in real time and historically