Manager of Applied AI, Solutions Support Engineering

Role overview

Lead a team that builds the internal tools and automations used to support technical customer cases. This is a hands-on engineering management role: you will set the tooling roadmap, coach developers, contribute code, and improve workflows such as ticket routing, triage, and pre-investigation with AI-assisted applications.

Responsibilities

- Manage and mentor developers, set technical direction, and organize sprint work and issue tracking. - Plan and maintain the support tooling roadmap, turning operational bottlenecks into reliable tools and services. - Write, review, and ship code for web applications, backend services, automations, and CRM integrations. - Build AI-assisted workflows for case triage and investigation, using models and coding tools while maintaining quality and reliability. - Own the configuration and custom development of the support ticketing environment, and connect it with CRM and service-management systems. - Develop routing tools based on team skills and availability, along with browser or IDE extensions and workplace integrations. - Maintain cloud infrastructure, databases, messaging, and deployment practices; collaborate with support, product, and engineering leaders.

Requirements

- At least two years leading or managing developers of internal tools, automation, or systems, while remaining hands-on in code. - At least five years building internal tools, APIs, backend services, or web applications with Python and TypeScript or JavaScript. - Practical administration and development experience with ticketing and CRM systems, including custom workflows and integrations. - Experience operating cloud-hosted services, containers, relational databases, data warehouses, and message queues. - Experience applying AI models, APIs, prompt design, and AI-assisted coding to internal applications or operational workflows. - Familiarity with infrastructure-as-code, container tools, version control, CI/CD, and managing changes across cloud services and CRM environments. - Must meet the stated U.S. person eligibility requirements and reside in the contiguous United States; the role does not offer visa sponsorship.

Nice to have

Experience with AI tool integrations, custom CRM or ticketing interfaces, productivity extensions, skills-based support routing, workplace integrations, analytics pipelines, or customer-facing technical support.