Sr. Business Application Engineer I

Role overview

A senior engineering role on the Post-Sales Systems team focused on building AI agents and automation tooling that streamline customer support workflows. The position owns end-to-end delivery of agent capabilities inside an internal AI Hub platform and within Zendesk, partnering directly with Support leadership and Customer Success to turn operational pain points into reliable, scalable automation. It is a remote role for candidates residing in the United States, excluding the San Francisco Bay, New York City, and Washington, D.C. metro areas.

Responsibilities

- Design, build, and scale AI agents, including deep agents on internal platforms, that automate support workflows and reduce average handling time. - Own and evolve custom automation tooling used directly by the Support organization, identifying opportunities to reduce manual effort and improve resolution quality. - Apply prompt engineering and context engineering techniques and, where applicable, Retrieval-Augmented Generation (RAG) patterns to improve the accuracy and reliability of AI agent responses. - Build and maintain integrations between AI agents, Zendesk, and internal knowledge and data systems that ground agent behavior in accurate, current context. - Partner directly with Support leadership and other Post-Sales Systems engineers to translate operational workflow gaps into production-grade agent capabilities. - Champion software development best practices, including code quality, testing, CI/CD, and system observability, applied to AI application development.

Requirements

- Demonstrated, hands-on experience building and shipping AI-powered agents and automation tooling for customer support or similar operational environments. - Proficiency with prompt engineering and context engineering, and practical knowledge of RAG patterns and how to ground model behavior in retrieved or enterprise data. - Experience integrating AI agents with platforms such as Zendesk and adjacent support tooling, including internal knowledge and data systems. - Strong software development fundamentals, including code quality, testing, CI/CD, and observability applied to AI applications. - Excellent collaboration skills, with a track record of partnering with support, customer success, or other operational stakeholders to translate workflow needs into shipped capabilities.

Nice to have

- Experience with deep agent architectures and internal AI platform development, including observability and evaluation of agent behavior in production.

Benefits and work setup

- Remote role open to candidates residing in the US outside the San Francisco Bay, NYC, and Washington, D.C. metro areas, with flexible working supported where it aligns with operational requirements and in-person options available at offices where applicable. - The employer describes a comprehensive package that typically includes health coverage, parental leave, and a professional development stipend, alongside emphasis on long-term career growth, internal mobility, and a culture centered on customer success and inclusive collaboration.