Customer Support Operations Intelligence Engineer

Description

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.

Responsibilities

• You will build operations intelligence workflows that help Seeq’s Technical Support team act earlier, faster, and with better judgment.
• You will 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.
• This role is heavily focused on agentic AI engineering. You will 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.
• Examples of systems you may build or extend include:
• AI-assisted ticket triage and routing
• case summarization and escalation preparation tools
• knowledge retrieval workflows for support engineers
• operational insights from ticket patterns, response trends, and escalation signals
• You understand that excellent support operations are about improving real workflows such as issue intake, customer communication, troubleshooting, handoffs, backlog management, and trend detection. You turn analysis into recommended actions for Support, Engineering, Product, and Customer Success.
• You will 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.
• You know how to apply modern AI and software tooling with rigor and judgment. You can identify where agentic systems genuinely improve throughput and quality, where deterministic automation is better, and how to combine the two safely in production support workflows.
• You will also 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.

Requirements

• You are an exceptional engineer with strong systems thinking, operational judgment, and a bias toward practical automation that delivers measurable impact.
• You have experience building internal tools, workflow automation, operational analytics, or AI-powered systems in environments where accuracy, responsiveness, and user trust matter.
• You think deeply about human workflows. You know that good operations intelligence starts with understanding how people triage, investigate, escalate, communicate, and make decisions under pressure. You build systems that support better judgment rather than create more noise.
• You are highly effective in Python and comfortable working across APIs, data pipelines, workflow systems, and applied AI tooling. You can move fluidly between automation, analytics, orchestration, data modeling, and product-quality internal tooling.
• You are thoughtful about operational quality. You care about clarity, observability, maintainability, and appropriate safeguards when introducing AI into support processes.
• You are strong in written communication. You can create documentation, playbooks, prompts, and operating conventions that help other teams adopt what you build and use it well.
• You bring strong ownership and agency. You analyze trends, identify friction, quantify opportunity, make sound tradeoffs, and carry improvements through to production and operational adoption.
• You are motivated by helping customer-facing teams succeed. You care about improving the speed, consistency, and quality of support as a direct lever on customer experience.
• Have at least 3 years of professional experience in software development, workflow automation, applied AI, analytics engineering, support tooling, or related technical work
• Have 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
• Show a strong understanding of technical support operations, ticketing and case management systems, escalation workflows, or other service operations environments
• Be highly effective at translating messy operational processes and data into scalable systems, actionable intelligence, and measurable improvements
• Show excellent problem-solving and analytical skills, with great attention to detail
• Demonstrate excellent communication and collaboration skills, and the ability to work effectively in a cross-functional team environment

Benefits

• Seeq is a remote-first (only) company founded by serial entrepreneurs. Our executive team and board of directors have extensive experience with successful startup ventures in high-growth environments.
• We are founded on the idea that companies need better solutions for quickly and easily getting business insight from their industrial process data. Our mission is to provide software and services that convert that data into meaningful information that the business can use to improve profitability.
• We have a wonderful, kind-hearted, talented team that loves to collaborate, lead by example, and exceed our customers’ expectations. We are certified as a great place to work, an emerging startup, the Technology Fast 500, and Inc. Magazine's Best Places to Work.
• The Perks of Working at Seeq
• Competitive salary plus bonus incentives
• $110,000 - 155,000 USD. Salary will be determined by the level you are hired at.
• Benefits:
• 12-week paid Seeq family leave
• Unlimited PTO
• Internet and mobile phone reimbursements
• Medical benefits
• Group term life insurance
• Short-term and long-term disability insurance pre-tax benefits
• Voluntary vision and dental (ortho)
• Vacation bonus program
• Employee Assistance Program
• Generous home office allowance
• The best co-workers (we've analyzed the data, so we know it's true.)
• Pet-friendly workspace (your dog will be so happy to have you home)
• You love your job!
• You must be authorized to work in the country in which you reside. Seeq does not sponsor US F1 or H-1B work visas