AI-Powered Technical Support Operations Engineer

This role focuses on enhancing Seeq’s global Technical Support organization by scaling its effectiveness, efficiency, and quality through AI agents, workflows, and process automations. You will build AI-powered systems to improve support workflows end-to-end and create actionable insights to drive operational improvements.

You will work at the intersection of technical support, workflow automation, applied AI, analytics, and operational design to streamline ticket routing, investigation, escalation, and synthesis, with the goal of improving customer experience and satisfaction.

What You Will Do

You will build operations intelligence workflows that help Seeq’s Technical Support team act earlier, faster, and with better judgment.

You will collaborate closely with Technical Support Engineers, Support leadership, Product, Engineering, and Customer Success to understand support workflows across regions, time zones, and escalation paths, translating insights into systems that improve operations.

This role emphasizes agentic AI engineering. You will design and implement 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.

Examples of systems you may build or extend include:

• 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

You will focus on improving real workflows such as issue intake, customer communication, troubleshooting, handoffs, backlog management, and trend detection. You translate operational data into actionable intelligence, delivering insights to the right teams at the right time.

You will apply modern AI and software tooling rigorously, identifying where agentic systems improve throughput and quality, where deterministic automation is better, and how to combine both safely in production support workflows.

You will also help shape Seeq’s AI-assisted operations by creating systems, prompts, tooling, documentation, and conventions that make support workflows easier to execute and improve over time.

What We’re Looking For

You are an exceptional engineer with strong systems thinking, operational judgment, and a bias toward practical automation that delivers measurable impact.

You have experience building internal tools, workflow automation, operational analytics, or AI-powered systems in environments where accuracy, responsiveness, and user trust matter.

You deeply understand human workflows, focusing on how people triage, investigate, escalate, communicate, and make decisions under pressure. You build systems that support better judgment rather than create noise.

You are highly effective in Python and comfortable working across APIs, data pipelines, workflow systems, and applied AI tooling. You can move fluidly between automation, analytics, orchestration, data modeling, and product-quality internal tooling.

You prioritize operational quality, ensuring clarity, observability, maintainability, and appropriate safeguards when introducing AI into support processes.

You excel in written communication, creating documentation, playbooks, prompts, and operating conventions that help teams adopt and use your work effectively.

You demonstrate strong ownership and agency, analyzing trends, identifying friction, quantifying opportunity, making sound tradeoffs, and driving improvements to production and operational adoption.

You are motivated by helping customer-facing teams succeed, improving the speed, consistency, and quality of support as a direct lever on customer experience.

Requirements

• Have at least 3 years of professional experience in software development, workflow automation, applied AI, analytics engineering, support tooling, or related technical work
• Have experience working 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
• Demonstrate experience building production-grade internal tools and AI-powered systems that improve speed, quality, and consistency
• Show a strong understanding of technical support operations, ticketing and case management systems, escalation workflows, or other service operations environments
• Be highly effective at translating messy operational processes and data into scalable systems, actionable intelligence, and measurable improvements
• Show excellent problem-solving and analytical skills, with great attention to detail
• Demonstrate excellent communication and collaboration skills, and the ability to work effectively in a cross-functional team environment