AI & Support Automation - Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a AI & Support Automation - Engineer based in India.

This role is focused on transforming customer support operations through practical AI and automation solutions. You will identify high-impact support challenges and personally design, build, deploy, and improve AI-powered workflows and agents. The position combines software engineering, generative AI, workflow automation, systems integration, and production operations. You will work with LLMs, RAG, agentic workflows, knowledge pipelines, and automation tools to create measurable improvements in support efficiency and customer experience. The role requires strong ownership from initial problem discovery and architecture through deployment, monitoring, and continuous optimization. You will collaborate closely with Product and Engineering teams in a high-impact environment where practical AI solutions are expected to deliver measurable business results.

Accountabilities:

• Identify high-impact customer support processes and opportunities where AI and automation can improve efficiency, quality, and scalability.
• Design, build, integrate, test, and deploy AI-powered workflows, agents, and automation solutions.
• Develop applications using LLMs, RAG, AI agents, and workflow automation technologies.
• Build end-to-end AI pipelines covering knowledge and data ingestion, orchestration, model execution, tools and actions, evaluation, and production monitoring.
• Integrate AI solutions with CRM systems, ticketing platforms, knowledge bases, and internal business tools.
• Monitor AI quality, accuracy, cost, latency, reliability, and business impact, continuously refining solutions based on results.
• Implement evaluation frameworks, observability, guardrails, and monitoring to maintain reliable AI systems in production.
• Troubleshoot and optimize AI and automation systems across development and production environments.
• Partner with Product and Engineering teams to identify opportunities and drive AI-led operational transformation.
• Take ownership of AI and automation initiatives from concept and architecture through production deployment and continuous improvement.
• Quantify the impact of solutions through metrics such as automation rates, ticket deflection, reduced average handling time, cost savings, and productivity gains.

Requirements:

• 3+ years of overall experience in software engineering, AI/ML, automation, technical operations, support technology, or a related field.
• 2+ years of hands-on experience developing Generative AI or LLM-powered applications, including demonstrated production experience.
• Proven experience with automation, system integrations, and workflow engineering.
• Strong track record of taking AI or automation initiatives from initial concept and architecture through production and ongoing optimization.
• Strong proficiency in Python and/or JavaScript/TypeScript.
• Hands-on experience with LLM APIs and Generative AI application development.
• Strong understanding of RAG, embeddings, vector databases, and knowledge pipelines.
• Experience building AI agents, agentic workflows, tool/function calling, and MCP-based solutions.
• Understanding of complete AI/LLM pipelines, including ingestion, orchestration, model execution, tools/actions, evaluation, and production operations.
• Experience with REST APIs, webhooks, SQL, and system integrations.
• Knowledge of LLM evaluation, observability, guardrails, monitoring, and cost and latency optimization.
• Experience with production deployment, CI/CD, and troubleshooting of AI and automation systems.
• Strong understanding of customer-support processes and the ability to identify practical automation opportunities.
• Experience with OpenAI, Anthropic/Claude, Gemini, Claude Code, LangChain/LangGraph, LlamaIndex, n8n, Make, Zapier, or Power Automate is a plus.
• Familiarity with vector databases, AI evaluation and observability platforms, AWS/Azure/GCP, Docker, and CRM or helpdesk platforms such as Zendesk, Salesforce, Jira, Freshdesk, or Zoho is advantageous.
• Strong builder mindset, with the ability to demonstrate AI and automation solutions personally built or led and explain the architecture, technical contribution, and measurable business impact.

Benefits:

• Health insurance for employees in India.
• Statutory leave benefits.
• Additional wellness and menstrual leave for women in India.
• Focus on employee well-being and a supportive working environment.
• Inclusive culture that values diverse backgrounds and experiences.
• Opportunity to build and deploy production AI solutions with measurable operational impact.
• Hands-on exposure to LLMs, AI agents, RAG, automation, integrations, and modern AI engineering practices.
• Opportunity to collaborate closely with Product and Engineering teams on AI-led transformation.
• High-ownership environment focused on practical solutions and measurable results.