Product Support Solutions Developer

Recorded Future • Washington, DC

2d • $127,500 - $191,500 • Hybrid

About The Position

The Product Support Solutions Developer designs, builds, and maintains the technical infrastructure, tools, and automated workflows that support the customer support function. The role combines technical development expertise with support operations and enablement to create scalable internal tooling, custom integrations, and AI-powered automations that improve operational efficiency, reduce resolution times, and elevate customer satisfaction.

The position develops tooling and integrations across support systems; implements and optimizes AI agents and automation; administers support platforms; builds analytics dashboards and data pipelines; and collaborates with Support, Product, Engineering, Documentation, and Training teams to improve processes and enable staff and clients.

Requirements

• At least 3 years of experience in product support engineering, support operations, technical support, or developer relations.
• Hands-on programming experience, such as Python, JavaScript/Node.js, REST APIs, webhooks, and JSON, to build custom tooling and integrations.
• Deep administrator or developer experience with customer support ecosystems such as the Zendesk API/Apps Framework, Jira Service Management, Salesforce, or Freshdesk.
• Strong SQL skills and experience building dashboards in BI tools such as Domo, Tableau, or Looker, or in native reporting engines such as Zendesk Explore.
• Proven ability to document SOPs, lead technical training, and optimize operational support workflows.
• Strong cross-functional collaboration skills to work effectively with 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, and webhook integrations across core support systems such as Zendesk, Jira, Salesforce Service Cloud, Domo, and StatusPage.
• Architect and optimize API connections, middleware, and automated workflows for ticket routing, data synchronization, and escalations.
• Build custom UI components, apps, and macros within support platforms to improve agent efficiency and the desktop experience.
• 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 interactions and internal agent assistance.
• Fine-tune AI prompt workflows, knowledge ingestion pipelines, and retrieval-augmented generation models to improve self-service resolution rates.
• Monitor and optimize AI agent performance, accuracy, and customer satisfaction metrics.
• Administer, configure, and optimize support systems, including SLAs, routing rules, triggers, and automated workflows.
• Conduct quality, tag, 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 using tools such as Zendesk Explore, Domo, and SQL to track support KPIs.
• Partner with Product Analytics to develop unified data reporting 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 modules, and internal knowledge base resources.
• Partner with Documentation and Training teams to create client-facing self-service e-learning and articles that reduce inbound ticket volume.
• Audit support workflows, document procedures, identify operational 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