About the job
Join Seeq Corporation as a Customer Support Operations Intelligence Engineer, where you will play a pivotal role in enhancing the efficiency and effectiveness of our global Technical Support team. Your primary focus will be on developing AI-driven agents, automated workflows, and process enhancements that empower our world-class support team to better serve an expanding customer base.
We seek a talented engineer with a deep understanding of customer support operations, processes, and data analytics. You will be responsible for a) creating AI-powered systems that optimize end-to-end support workflows, and b) generating actionable insights and recommendations to drive continuous improvements. By working at the nexus of technical support, workflow automation, applied AI, and operational design, you will streamline the routing, investigation, escalation, synthesis, and enhancement of support tasks, ultimately improving overall customer experience and satisfaction.
Key Responsibilities
Your role will involve building operational intelligence workflows that enable Seeq’s Technical Support team to respond proactively, efficiently, and judiciously.
You will collaborate closely with Technical Support Engineers, Support leadership, Product, Engineering, and Customer Success teams to gain insights into support operations across various regions, time zones, and escalation pathways, leveraging those insights to develop systems that enhance operational performance.
This position emphasizes agentic AI engineering, where you will design and implement workflows that minimize manual effort, enhance consistency, and accelerate critical support activities across ticket triage, routing, knowledge retrieval, escalation preparation, case summarization, data collection, and root-cause analysis.
Examples of systems you might create or improve include:
- AI-supported ticket triage and routing systems
- Case summarization and escalation preparation tools
- Knowledge retrieval workflows tailored for support engineers
- Operational insights derived from ticket patterns, response trends, and escalation signals
You will recognize that effective support operations hinge on refining real workflows such as issue intake, customer communication, troubleshooting, handoffs, backlog management, and trend detection. Your analyses will translate into actionable recommendations for Support, Engineering, Product, and Customer Success teams.
Your expertise will allow you to convert operational data into meaningful intelligence, encompassing support tickets, product usage context, case metadata, response patterns, escalation signals, and internal knowledge bases, ensuring the right insights reach the right stakeholders at the right times.
Additionally, you will contribute to shaping Seeq's operations in an AI-enhanced environment by developing systems, prompts, tools, documentation, and conventions that simplify support workflows.
