Customer Support Operations Intelligence Engineer

Seeq

10d•$125,000 - $170,000•Remote

About The Position

This role is focused on helping Seeq’s global Technical Support organization scale its effectiveness, efficiency, and quality. You will build AI agents, workflows, and process automations that help make our world-class support team even more capable as we continue to grow our customer and user base. We are looking for an exceptional engineer who understands customer support operations, processes, and data and can a) build AI-powered systems to improve support workflows end to end, and b) create actionable insights and recommendations that drive improvements. You will work at the intersection of technical support, workflow automation, applied AI, analytics, and operational design to streamline how support work is routed, investigated, escalated, synthesized, and improved, with the direct goal of improving customer experience and satisfaction.

Requirements

Exceptional engineer with strong systems thinking, operational judgment, and a bias toward practical automation that delivers measurable impact.
Experience building internal tools, workflow automation, operational analytics, or AI-powered systems in environments where accuracy, responsiveness, and user trust matter.
Deep understanding of human workflows and how people triage, investigate, escalate, communicate, and make decisions under pressure.
Highly effective in Python and comfortable working across APIs, data pipelines, workflow systems, and applied AI tooling.
Thoughtful about operational quality, including clarity, observability, maintainability, and appropriate safeguards when introducing AI into support processes.
Strong written communication skills for creating documentation, playbooks, prompts, and operating conventions.
Strong ownership and agency; ability to analyze trends, identify friction, quantify opportunity, make sound tradeoffs, and carry improvements through to production and operational adoption.
Motivated by helping customer-facing teams succeed and improving the speed, consistency, and quality of support.
At least 3 years of professional experience in software development, workflow automation, applied AI, analytics engineering, support tooling, or related technical work.
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 are used by teams to improve speed, quality, and consistency.
Strong understanding of technical support operations, ticketing and case management systems, escalation workflows, or other service operations environments.
Highly effective at translating messy operational processes and data into scalable systems, actionable intelligence, and measurable improvements.
Excellent problem-solving and analytical skills, with great attention to detail.
Excellent communication and collaboration skills, and the ability to work effectively in a cross-functional team environment.
Must be authorized to work in the country in which you reside. Seeq does not sponsor US F1 or H-1B work visas.

Responsibilities

Build operations intelligence workflows that help Seeq’s Technical Support team act earlier, faster, and with better judgment.
Work closely with Technical Support Engineers, Support leadership, Product, Engineering, and Customer Success to understand how support works across regions, time zones, and escalation paths, then turn those insights into systems that improve the operation.
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.
Translate operational data into actionable intelligence, including support tickets, product usage context, case metadata, response patterns, escalation signals, and internal knowledge sources, delivering the right insights to the right people at the right time.
Help shape how Seeq operates in an AI-assisted world by creating systems, prompts, tooling, documentation, and conventions that make support workflows easier to execute correctly and easier to improve over time.