[Hiring] AI & Support Automation Engineer @CertifyOS

Role Description

We are looking for hands-on engineers who can lead support automation initiatives while personally designing and building AI solutions end-to-end. This is a role for someone who can identify support problems, build AI/automation solutions, deploy them to production, and continuously improve them.

Key Responsibilities

• Identify high-impact support processes for AI/automation.
• Design, build, integrate, test and deploy AI-powered workflows and agents.
• Develop solutions using LLMs, RAG, AI agents and workflow automation.
• Build end-to-end AI pipelines covering knowledge/data ingestion, orchestration, model execution, tools/actions, evaluation and production monitoring.
• Integrate AI with CRM, ticketing, knowledge bases and internal tools.
• Monitor AI quality, accuracy, cost, latency and business impact; continuously improve solutions.
• Partner with Product and Engineering to drive AI-led transformation.

Qualifications

• 3+ years overall experience in software engineering, AI/ML, automation, technical operations or support technology.
• 2+ years of hands-on Generative AI/LLM application development, with demonstrated production experience.
• Experience in automation, integrations or workflow engineering.
• Strong experience taking AI/automation projects from concept and architecture through production and continuous improvement.

Must-Have Skills

• Strong Python and/or JavaScript/TypeScript.
• LLM APIs and Generative AI application development.
• RAG, embeddings, vector databases and knowledge pipelines.
• AI agents, agentic workflows, tool/function calling and MCP.
• End-to-end AI/LLM pipelines: ingestion → orchestration → model → tools/actions → evaluation → production.
• REST APIs, webhooks, SQL and system integrations.
• LLM evaluation, observability, guardrails, monitoring and cost/latency optimization.
• Production deployment, CI/CD and troubleshooting of AI/automation systems.
• Strong understanding of customer-support workflows and automation opportunities.

Preferred

• Experience with OpenAI/Anthropic/Claude/Gemini, Claude Code, LangChain/LangGraph, LlamaIndex, n8n/Make/Zapier/Power Automate, vector databases, AI evaluation/observability tools, AWS/Azure/GCP, Docker and CRM/helpdesk platforms such as Zendesk, Salesforce, Jira, Freshdesk or Zoho.

What We Are Looking For

A builder, not just a strategist. The candidate should demonstrate real AI/automation solutions they have personally built or led, explain the architecture and their contribution, and quantify business impact such as automation %, ticket deflection, AHT reduction, cost savings or productivity gains.

Benefits

• 100% coverage of health, dental, and vision insurance premiums for employees.
• Unlimited PTO for US-based team members, with at least two weeks off each year to recharge.
• Health insurance and statutory leave benefits for employees in India, along with additional wellness (menstrual) leave for women.
• Commitment to building an inclusive environment where everyone feels valued and empowered.
• Reasonable accommodations during the application process are available upon request.
• Commitment to pay transparency and fostering an open culture where compensation conversations are encouraged and respected.