What You'll Do :

- Build AI-Native Support Tooling : Develop and scale the internal applications that power automated email responses, ticket triaging, and non-support inquiry resolutions.

- Orchestrate Agent Collaborations : Lead the technical integration between our internal AI fleet and external agent interfaces (like Ava) to resolve complex, multi-step support issues autonomously.

- Deterministic Data Engineering : Ensure support excellence by prioritizing determinism at the data layer. You will build the serialization formats and context-retrieval systems that provide agents with the exact information needed for high-precision outcomes.

- Optimization & Benchmarking : Implement a culture of systemic experimentation. You will run evals on support-specific workflows, ensuring that every update to an integration or prompt increases the accuracy and speed of our global operations.

- Engineering for Service Excellence : Design features that enable "extraordinary" service-focusing on reducing time-to-resolution to near-zero while maintaining a level of personalization and accuracy that manual workflows could never achieve.

- Global Scale & Reliability : Partner with the US and Israel-based teams to ensure that support tooling is resilient, secure, and integrated into our core telemetry and drift detection frameworks.

What We're Looking For :

- The Integration Expert : You are a Senior Software Engineer with a track record of building complex internal tools and third-party integrations (SaaS APIs, CRM systems, etc.).

- A Product-Minded Builder : You are passionate about building tools that solve real human problems. You understand that in support, a saved minute for an agent is a massive win for the company.

- The "Moat" Builder : You recognize that engineering superior service is a strategic differentiator. You are driven by the goal of making our customer experience so fast and accurate that it becomes a key reason users choose us over competitors.

- Systems Thinker : You look beyond the individual ticket. You see patterns in workflows and know how to abstract them into repeatable, automated AI microservices.

We are building a highly sophisticated, AI-native support engine for our global operations. If you want to be the engineer who defines how a global company supports its users at scale and creates a lasting competitive advantage through service excellence, let's talk.