Customer Support Operations Intelligence Engineer

About the role

This role is focused on helping Seeq's global Technical Support organization scale its effectiveness, efficiency, and quality. You will build AI agents, workflows, and process automations that help make our world-class support team even more capable as we continue to grow our customer and user base.

What You Will Do

• Build operations intelligence workflows that help Seeq's Technical Support team act earlier, faster, and with better judgment.
• Work closely with Technical Support Engineers, Support leadership, Product, Engineering, and Customer Success to understand how support works across regions, time zones, and escalation paths, then turn those insights into systems that improve the operation.
• Design and implement workflows that reduce manual effort, improve consistency, and accelerate high-value support work across ticket triage, routing, knowledge retrieval, escalation preparation, case summarization, data gathering, and root-cause-oriented investigation.
• Examples of systems you may build or extend include: AI-assisted ticket triage and routing, case summarization and escalation preparation tools, knowledge retrieval workflows for support engineers, operational insights from ticket patterns, response trends, and escalation signals.

Requirements

• At least 3 years of professional experience in software development, workflow automation, applied AI, analytics engineering, support tooling, or related technical work.
• Experience working with modern AI tooling, including LLMs, agentic workflows, prompt design, evaluation, and human-in-the-loop operational systems.
• Proficient in Python, APIs, and software development frameworks used to automate and operationalize complex workflows.
• Show experience building production-grade internal tools and AI-powered systems that are used by teams to improve speed, quality, and consistency.
• Show a strong understanding of technical support operations, ticketing and case management systems, escalation workflows, or other service operations environments.
• Show excellent problem-solving and analytical skills, with great attention to detail.
• Show excellent communication and collaboration skills, and the ability to work effectively in a cross-functional team environment.

Benefits

• Competitive salary plus bonus incentives: $125,000 - 170,000 USD. Salary will be determined by the level you are hired at.
• 12-week paid Seeq family leave.
• Unlimited PTO.
• Internet and mobile phone reimbursements.
• Medical benefits.
• Group term life insurance.
• Short-term and long-term disability insurance (pre-tax).
• Voluntary vision and dental (orthodontia).
• Vacation bonus program.
• Employee Assistance Program.
• Generous home office allowance.

Seeq

• We are a remote-first (only) company founded by serial entrepreneurs.
• Our executive team and board of directors have extensive experience with successful startup ventures in high-growth environments.
• We are founded on the idea that companies need better solutions for quickly and easily getting business insight from their industrial process data.
• Our mission is to provide software and services that convert that data into meaningful information that the business can use to improve profitability.
• We have a wonderful, kind-hearted, talented team that loves to collaborate, lead by example, and exceed our customers' expectations.
• We are certified as a great place to work, an emerging startup, the Technology Fast 500, and Inc. Magazine's Best Places to Work.

EEO Statement

We are an equal opportunity employer and do not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.