Product Support Solutions Developer

The Product Support Solutions Developer designs, builds, and maintains the technical infrastructure, tools, and automated workflows that power the customer support function. Combining technical development expertise with support operations and enablement, this role is responsible for architecting scalable internal tooling, engineering custom integrations, and leveraging AI agents/automations to drive operational efficiency, reduce resolution times, and elevate customer satisfaction.

1. Custom Tooling & Integration Development

• Design, build, and maintain custom applications, scripts, and webhook integrations across core support systems (e.g., Zendesk, Jira, Salesforce Service Cloud, Domo, StatusPage).
• Architect and optimize API connections, custom middleware, and automated workflows to streamline ticket routing, data syncs, and escalations.
• Build custom UI components, apps, and macros within support platforms to enhance agent efficiency and desktop experience.
• Determines methods and procedures for new or undefined assignments, considering company objectives—not only functional needs—to shape solutions

2. AI Agent & Automation Implementation

• Lead the evaluation, development, and deployment of AI agents, LLM-powered assistants, and chatbots to automate tier-1 support interactions and internal agent assistance.
• Fine-tune AI agent prompt workflows, knowledge ingestion pipelines, and retrieval-augmented generation (RAG) models to improve self-service resolution rates.
• Monitor and continuously optimize AI agent performance, accuracy, and customer satisfaction metrics.

3. Support Operations & Tool Management

• Administer, configure, and optimize support systems, maintaining SLAs, routing rules, triggers, and automated workflows.
• Conduct regular quality, tag, and compliance audits across systems to ensure high data integrity and adherence to support processes.
• Assist Platform Operations and Support Leadership with outage communication tooling, incident escalation paths, and client updates.

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