Operations Intelligence Engineer

Job Summary

To enhance the effectiveness of the global Technical Support organization, the full-time remote Operations Intelligence Engineer will build AI agents, workflows, and process automations to improve support operations and customer experience.

Key responsibilities

• Design and implement AI-powered systems to optimize support workflows, including ticket triage and knowledge retrieval
• Collaborate with cross-functional teams to analyze support processes and translate insights into actionable intelligence
• Create documentation and operating conventions to facilitate the adoption and improvement of AI-assisted support workflows

Required qualifications

• At least 3 years of professional experience in software development, workflow automation, or applied AI
• Proficiency in Python and experience working with APIs and software development frameworks
• Demonstrated experience in building production-grade internal tools and AI-powered systems
• Strong understanding of technical support operations and case management systems
• Ability to translate complex operational processes into scalable systems and measurable improvements