Manager of Applied AI, Solutions Support Engineering

Responsibilities

• Lead, mentor, and guide an AI-first team of internal tool and automation developers, scheduling and running sprints in Jira, managing epics and defects, and driving day-to-day technical execution and team growth.
• Own the tooling and automation roadmap that powers our technical support experience, designing the tools and architecture that handle the heavy lifting of case resolution.
• Serve as a hands-on technical leader, actively writing, reviewing, and shipping code in Python, TypeScript/JavaScript, and Apex across internal web apps, background automation jobs, and CRM integrations.
• Champion an AI-first development pipeline by using AI models, APIs, and coding tools (like Gemini and Claude Code) to build internal tools faster, power automated ticket triage and pre-investigation workflows, and maintain high quality and reliability across our automations.
• Own the administration, architecture, and custom development of our Zendesk platform (including embedded apps, webhooks, declarative workflows, and routing/SLA logic), while building custom integrations and workflows across ServiceNow and Salesforce (including Apex code).
• Lead the development and maintenance of our internal support tooling suite, including skills- and availability-based ticket routing, browser and IDE extensions, and integrations with Slack, Jira, Zoom, and PagerDuty.
• Maintain the cloud infrastructure that runs our support tools and automations on Google Cloud Platform (GCP) using containerized services, PostgreSQL, BigQuery, Pub/Sub, and Terraform while keeping access and customer data secure.
• Partner closely with
• Support leadership, frontline Solutions
• Support Engineers, Product, and the CTO team to spot workflow bottlenecks and build new tools and automations that keep AI at the forefront of our support experience.

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