Support AI Engineer

Hungry, Humble, Honest, with Heart. The Opportunity Are you an innovative problem-solver with a strong background in AI optimization and automation, eager to collaborate across teams and experiment with cutting-edge technology? If so, you'll find a rewarding opportunity on our Worldwide Support team, where you'll play a pivotal role in optimizing workflows, driving automation initiatives, and shaping the future of AI-driven support solutions.

About The Team The Strategy & Enablement Organization in the Worldwide Support team is dedicated to optimizing Support and Engineering automations and workflows. Based in Durham, North Carolina, this team is known for its collaborative culture that emphasizes proactive communication and a willingness to experiment with new ideas and technologies, particularly in the realm of AI and automation. The mission of the Strategy & Enablement team is to centralize resources, streamline processes, and enhance overall operational efficiency within the organization while driving innovative approaches to support-related challenges.

You will report to the leader of the PMO Organization in Worldwide Support. This role operates in a hybrid work setup, requiring you to be on-site in the Durham, NC, office three days a week—Tuesday, Wednesday, and Thursday—to foster collaboration and engagement with team members.

There are no significant travel requirements associated with this role, allowing you to focus entirely on optimizing support processes and automating workflows from the office or your designated remote locations.

Your Role

• Participate in future planning and project initiatives related to AI optimization.
• Build and scale AI-assisted automations and internal tools to reduce repetitive manual work across Support workflows.
• Partner with Support stakeholders to design and implement workflow automations across knowledge platforms, collaboration tools, case systems, telemetry sources, and internal engineering tools.
• Develop reliable scripts, services, and integrations using Python, APIs, and AI platforms to improve triage, reporting, content generation, and operational efficiency.
• Apply LLMs and other AI capabilities thoughtfully within workflow automation, using the right mix of prompting, retrieval, rules, and human review.
• Measure workflow quality, adoption, and business impact, and continuously improve solutions based on feedback and usage.
• Evaluate emerging AI technologies, frameworks, and integration patterns, and recommend practical adoption where they provide measurable value.
• Contribute to reusable automation frameworks, documentation, and best practices that can scale across the team.

What You Will Bring

• Proficient in AI prompt engineering and automation scripting.
• Strong Python and software engineering skills.
• Experience building automation workflows and internal tools.
• Experience integrating APIs, enterprise systems, and data sources.
• Practical experience using LLMs/AI in real business workflows.
• Sound judgment on when to use AI, rules, or traditional engineering.
• Familiarity with operational data and telemetry.
• Strong problem-solving and cross-functional collaboration skills.
• Experience in Technical Support or similar environments preferred.

Nice to Have

• Experience with enterprise AI platforms such as Glean, Gemini, or Copilot.
• Familiarity with agent frameworks, tool-calling patterns, MCP-style integrations, or orchestration systems.
• Experience with knowledge management, observability, incident workflows, or internal productivity tooling.
• Exposure to Support Operations, case management systems or technical content generation.

Work Arrangement Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.

The pay range for this position at commencement of employment is expected to be between USD $ 106,000 and USD $ 212,400 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.