AI Software Engineer

About the role

We are seeking an AI Engineer to design and build intelligent systems that transform how we do customer support. Our organization processes large amounts of data from various sources, such as customers, end users, and web and social media platforms. This role focuses on using Generative AI, large language models (LLMs), and RAG-based systems to transform fragmented data into actionable insights. It also automates reporting and allows teams to engage with data in completely new ways.

Responsibilities

• Build and develop AI-powered tools that improve workflow efficiency, data analysis, and decision-making across customer support
• Build systems that ingest and unify data from multiple sources (internal databases, forums, social media, internal tools)
• Develop LLM- and RAG-based solutions that allow users to query systems in natural language and retrieve detailed, contextual insights
• Build automated reporting and metrics generation tools tailored to different collaborators (engineering, QA, program management, customers, support teams)
• Enable personalized, role-based data access—allowing individuals and teams to easily retrieve the information most relevant to them
• Identify patterns, trends, and root causes from internal systems using advanced analytical methods
• Lead the development of AI-assisted localization pipelines to improve translation speed and scalability and targeted human translation
• Research, evaluate, and implement emerging AI technologies to continuously improve internal systems
• Provide technical leadership and guidelines for AI-based system build and deployment

Requirements

• BS or MS in Computer Science, Artificial Intelligence, or equivalent experience
• 8+ years of experience in Machine Learning, Natural Language Processing, or related AI domains
• Deep understanding of large language models (LLMs) and strong experience crafting and implementing RAG-based workflows
• Strong programming skills with extensive experience in Python
• Experience building production-grade AI systems, APIs, or data pipelines
• Experience working with large, complex datasets and building analytical or reporting systems
• Strong problem-solving skills, performance analysis experience, and debugging expertise
• Solid foundation in algorithms and mathematical principles
• Experience with source control tools such as Git or Perforce
• Ability to work independently and collaboratively across teams

Qualifications

• Experience building analytics platforms or internal tools for data exploration using advanced technologies
• Familiarity with knowledge retrieval systems, embeddings, and semantic search
• Experience with real-time or near-real-time data processing pipelines
• Background in localization, translation systems, or multilingual AI workflows

Skills

• Experience with Generative AI, large language models (LLMs), and RAG-based systems
• Strong programming skills with extensive experience in Python
• Experience building production-grade AI systems, APIs, or data pipelines
• Experience working with large, complex datasets and building analytical or reporting systems
• Strong problem-solving skills, performance analysis experience, and debugging expertise
• Solid foundation in algorithms and mathematical principles
• Experience with source control tools such as Git or Perforce
• Ability to work independently and collaboratively across teams

Benefits

• Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.
• The base salary range is 168,000 USD - 270,250 USD for Level 4, and 200,000 USD - 322,000 USD for Level 5.
• You will also be eligible for equity and benefits.

Pay

• Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.
• The base salary range is 168,000 USD - 270,250 USD for Level 4, and 200,000 USD - 322,000 USD for Level 5.

Schedule

• Not specified