Support AI Engineer

Nutanix • Durham, NC

17h • Hybrid

About The Position

Hungry, Humble, Honest, with Heart. The Opportunity Are you an innovative problem-solver with a strong background in AI optimization and automation, eager to collaborate across teams and experiment with cutting-edge technology? If so, you'll find a rewarding opportunity on our Worldwide Support team, where you'll play a pivotal role in optimizing workflows, driving automation initiatives, and shaping the future of AI-driven support solutions. About the Team The Strategy & Enablement Organization in the Worldwide Support team is dedicated to optimizing Support and Engineering automations and workflows. Based in Durham, North Carolina, this team is known for its collaborative culture that emphasizes proactive communication and a willingness to experiment with new ideas and technologies, particularly in the realm of AI and automation. The mission of the Strategy & Enablement team is to centralize resources, streamline processes, and enhance overall operational efficiency within the organization while driving innovative approaches to support-related challenges. You will report to the leader of the PMO Organization in Worldwide Support. This role operates in a hybrid work setup, requiring you to be on-site in the Durham, NC, office three days a week—Tuesday, Wednesday, and Thursday—to foster collaboration and engagement with team members. There are no significant travel requirements associated with this role, allowing you to focus entirely on optimizing support processes and automating workflows from the office or your designated remote locations.

Requirements

• Proficient in AI prompt engineering and automation scripting.
• Strong Python and software engineering skills.
• Experience building automation workflows and internal tools.
• Experience integrating APIs, enterprise systems, and data sources.
• Practical experience using LLMs/AI in real business workflows.
• Sound judgment on when to use AI, rules, or traditional engineering.
• Familiarity with operational data and telemetry.
• Strong problem-solving and cross-functional collaboration skills.
• Experience in Technical Support or similar environments preferred.

Nice To Haves

• Experience with enterprise AI platforms such as Glean, Gemini, or Copilot.
• Familiarity with agent frameworks, tool-calling patterns, MCP-style integrations, or orchestration systems.
• Experience with knowledge management, observability, incident workflows, or internal productivity tooling.
• Exposure to Support Operations, case management systems or technical content generation.

Responsibilities

• Participate in future planning and project initiatives related to AI optimization.
• Build and scale AI-assisted automations and internal tools to reduce repetitive manual work across Support workflows.
• Partner with Support stakeholders to design and implement workflow automations across knowledge platforms, collaboration tools, case systems, telemetry sources, and internal engineering tools.
• Develop reliable scripts, services, and integrations using Python, APIs, and AI platforms to improve triage, reporting, content generation, and operational efficiency.
• Apply LLMs and other AI capabilities thoughtfully within workflow automation, using the right mix of prompting, retrieval, rules, and human review.
• Measure workflow quality, adoption, and business impact, and continuously improve solutions based on feedback and usage.
• Evaluate emerging AI technologies, frameworks, and integration patterns, and recommend practical adoption where they provide measurable value.
• Contribute to reusable automation frameworks, documentation, and best practices that can scale across the team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees