AI & Support Automation Engineer

About the role

We are looking for a hands‑on engineer to lead support‑automation initiatives and build end‑to‑end AI solutions that improve our customer‑support workflows.

Key responsibilities

• Identify high‑impact support processes suitable for AI or automation.
• Design, build, test and deploy AI‑powered workflows and agents.
• Develop solutions using LLMs, Retrieval‑Augmented Generation, embeddings and vector databases.
• Create end‑to‑end AI pipelines covering data ingestion, orchestration, model execution, tool calling and production monitoring.
• Integrate AI with CRM, ticketing systems, knowledge bases and internal tools.
• Monitor AI quality, accuracy, cost, latency and business impact and iterate continuously.
• Partner with Product and Engineering teams to drive AI‑led transformation.

Required profile

• 3+ years of software engineering, AI/ML, automation or technical operations experience.
• 2+ years of hands‑on Generative AI/LLM application development in production.
• Proven experience delivering automation or workflow engineering projects from concept to production.
• Strong understanding of customer‑support workflows and automation opportunities.

Required skills

• Python and/or JavaScript/TypeScript.
• LLM APIs and Generative AI application development.
• RAG, embeddings, vector databases and knowledge pipelines.
• AI agents, agentic workflows, tool/function calling.
• REST APIs, webhooks, SQL and system integrations.
• LLM evaluation, observability, guardrails, monitoring and cost/latency optimization.
• CI/CD, production deployment and troubleshooting of AI/automation systems.
• Experience with OpenAI, Anthropic, Claude, Gemini, LangChain, LangGraph, LlamaIndex.
• Familiarity with n8n, Make, Zapier, Power Automate.
• Cloud platforms: AWS, Azure, GCP.
• Containerisation with Docker.
• CRM/help‑desk platforms such as Zendesk, Salesforce, Jira, Freshdesk or Zoho.

What we offer

• 100 % coverage of health, dental and vision insurance premiums.
• Unlimited PTO with at least two weeks off per year.
• Statutory leave benefits and additional wellness (menstrual) leave for women in India.
• Equal‑opportunity and inclusive work environment.
• Pay transparency and open compensation conversations.