Founding Senior Platform Engineer: Support Engineering

Broccoli AI

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About The Position

Broccoli is seeking an AI-first builder to transform its customer support experience. The role owns the support experience and builds AI workflows, systems, tools, and documentation that help resolve customer issues faster and more effectively. The engineer works closely with Technical Support, Customer Success, and Product Engineering to automate workflows, improve AI troubleshooting, and maintain a knowledge base that provides accurate, helpful answers.

This is a hands-on role focused on using technical skills to improve how the technical support team operates. The engineer identifies recurring customer issues, builds and improves AI-powered solutions, and uses support data to find opportunities to improve customer experience. The position reports to the Head of Customer Success and partners closely with teams across the company.

Requirements

• At least 5 years of software engineering or closely related technical experience, with a track record of building and shipping software.
• A degree in Computer Science or equivalent practical experience.
• Strong coding skills and experience developing, debugging, and maintaining software.
• Experience building integrations, working with APIs and databases, and connecting systems.
• Hands-on experience with AI-powered applications, LLMs, AI agents, or workflow automation.
• A product-minded approach to engineering, including an interest in understanding customer problems and building solutions.
• Strong problem-solving skills and ability to take projects from initial idea through implementation and iteration.

Nice To Haves

• Experience working with customer support teams or building customer-facing tools.

Responsibilities

• Build and improve AI workflows that resolve common customer questions and Tier 1 support issues.
• Own the support knowledge base and ensure documentation is accurate, easy to navigate, and useful for customers and AI.
• Build out the customer-facing support platform.
• Identify opportunities to automate repetitive support tasks and build the tools, integrations, and workflows to do so.
• Investigate recurring customer issues and AI failures, determine root causes, and develop lasting solutions.
• Partner with Technical Support, Customer Success, and Product Engineering to improve customer experience and address underlying product issues.
• Build reporting and dashboards that provide visibility into ticket trends, resolution rates, and support performance.
• Help ensure enterprise customers and complex issues receive appropriate attention while making routine support more scalable.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior