Support Systems Engineer

Role overview A creative-tools platform that builds AI for content creation and simulation is scaling the systems behind its customer support operation. The Support Systems Engineer will own the production code that powers the AI support agent, ticketing platform, and internal CX tooling, shipping fixes end-to-end rather than handing off tickets or specs. This is a high-ownership engineering role embedded in the Customer Experience organization and reporting to the Head of CX.

Responsibilities - Own the AI support agent and ticketing system end-to-end, including authentication, response logic, routing, escalation paths, and tone, with changes tested in staging before reaching live traffic. - Ship daily product changes that reduce ticket volume, such as expanding automatic refund eligibility for credit purchases, accidental upgrades, and prorated annual terms. - Build and maintain internal CX tooling as durable software, including scripts, scheduled jobs, dashboards, and admin surfaces used by the support team. - Run QA and evaluation pipelines with pass/fail rubrics, plus monitoring and alerting for outages, regressions, and unusual volume spikes. - Manage releases through staged rollouts, regression suites, clear rollback criteria, and written post-ship notes. - Build and own the CX reporting layer, including query correctness and availability for metrics such as volume, deflection, CSAT, reply and resolution time, escalation accuracy, and AI spend. - Implement guardrails on refunds, account changes, and any flow touching payments or PII, including the audit trail. - Maintain a structured knowledge base the agent can parse and manage handoff logic into the ticketing system. - Carry signal across Product, Engineering, Customer Education, community, GTM, and Analytics teams.

Requirements - 5+ years in Customer Experience, Support Engineering, or Support Operations with substantial hands-on coding time. - Ability to ship production code in unfamiliar codebases; comfortable reading TypeScript, tracing logic through existing services, and landing PRs that survive review. Stack is TypeScript and Node.js on AWS. - Hands-on experience building and tuning LLM-powered support workflows, including prompt and context engineering, routing, escalation design, and evaluations. - Strong SQL skills with the ability to own reporting without relying on Analytics. - Code-level experience with a billing or payments API, including invoices, prorations, and refunds. - Default workflow using Git, PR review, CI, staging environments, and feature flags. - QA and eval experience, including defining rubrics, building test suites, and calibrating against quality benchmarks. - Judgment about whether a fix belongs in code, in the agent, or in the knowledge base. - Track record of carrying signal between support, product, and adjacent functions and turning it into action. - High ownership and autonomy in a fast-moving environment, with genuine interest in AI or creative tools.

Nice to have - Treating the support agent and surrounding systems as a product you own, proactively identifying and shipping improvements no one requested.

Benefits and work setup - Remote hiring across North America and London, with offices in New York City, San Francisco, Seattle, and London. - Commitment to equal opportunity hiring, pay equity, and a workplace where employees can bring their full selves to work.