Product Support Solutions Developer

Recorded Future • Boston, MA

1d

About The Position

The Product Support Solutions Developer designs, builds, and maintains the technical infrastructure, tools, integrations, and automated workflows that power customer support. The role combines technical development with support operations and enablement, creating scalable internal tooling and using AI and automation to improve operational efficiency, reduce resolution times, and elevate customer satisfaction.

The position develops custom applications, scripts, API connections, middleware, user-interface components, and integrations across support platforms. It leads the evaluation and deployment of AI agents and LLM-powered tools, and administers and optimizes support systems, processes, and incident communications. The role also builds analytics dashboards and data pipelines, identifies root causes and automation opportunities, and works with Support, Product, Engineering, Analytics, Documentation, and Training teams to improve workflows and deliver technical enablement.

Requirements

• At least 3 years of experience in product support engineering, support operations, technical support, or developer relations.
• Hands-on programming experience with tools or technologies such as Python, JavaScript/Node.js, REST APIs, webhooks, and JSON.
• Administrator or developer experience with customer support ecosystems such as Zendesk API/Apps Framework, Jira Service Management, Salesforce, or Freshdesk.
• Strong SQL skills and experience building dashboards with BI tools such as Domo, Tableau, or Looker, or native reporting engines such as Zendesk Explore.
• Ability to document SOPs, lead technical training, and optimize operational support workflows.
• Strong cross-functional collaboration skills, including the ability to work effectively across Engineering, Product, and Support teams.

Nice To Haves

• Hands-on experience developing or implementing AI agents, LLM APIs such as OpenAI or Anthropic, conversational AI frameworks, or agentic frameworks such as LangChain or AutoGen.
• Experience with vector databases, prompt engineering, or knowledge bases optimized for AI search and RAG architectures.
• Familiarity with ITIL, Agile methodology, or DevOps deployment practices.

Responsibilities

• Design, build, and maintain custom applications, scripts, webhook integrations, and support-platform UI components, apps, and macros.
• Architect and optimize API connections, middleware, and automated workflows for ticket routing, data synchronization, and escalations.
• Determine methods and procedures for new or undefined assignments, considering company objectives as well as functional needs.
• Evaluate, develop, and deploy AI agents, LLM-powered assistants, and chatbots for tier-1 support and internal agent assistance.
• Improve AI workflows, knowledge ingestion pipelines, and retrieval-augmented generation models; monitor and optimize AI performance, accuracy, and customer satisfaction.
• Administer, configure, and optimize support systems, including SLAs, routing rules, triggers, and automated workflows.
• Conduct quality, tagging, and compliance audits to maintain data integrity and adherence to support processes.
• Assist Platform Operations and Support Leadership with outage communication tools, incident escalation paths, and client updates.
• Build and maintain analytics dashboards and data pipelines to track support KPIs, including ticket volume, MTTR, CSAT, and backlog trends.
• Partner with Product Analytics to build unified reporting layers across platforms.
• Analyze platform trends and negative CSAT ratings to identify automation opportunities and systemic fixes.
• Collaborate with Support Leadership to design and deliver technical onboarding and enablement programs.
• Translate Product and Engineering handoffs into technical documentation, live training, and internal knowledge-base resources.
• Partner with Documentation and Training teams on client-facing self-service e-learning and articles.
• Audit support workflows, document procedures, identify bottlenecks, and develop automated solutions to address them.
• Maintain relationships outside the role’s area of expertise to support unified process improvement.

Benefits

• The position may be eligible for incentive compensation and equity.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Life insurance.
• 401(k).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed