Design, build, and own AI-driven automation (scripts, services, and internal web tools) on an intelligent platform to modernize support workflows, with the goal of reducing time-to-diagnose, eliminating manual work, and improving operational efficiency at scale. Write production-quality code; implement fixes, create monitoring/alerting improvements, and contribute to shared libraries and tooling via standard code review and CI/CD practices. Drive root-cause analysis and post-incident follow-through (action items, automation, and engineering changes) in partnership with multiple Engineering teams. Create and maintain automated test coverage (unit/integration/end-to-end) for key workflows; participate in bug bashes and release readiness activities. Communicate clearly during live-site events: compose timely service alerts, share investigation status, and provide actionable guidance to stakeholders. Analyze escalation data and trends to develop clear problem statements, propose engineering solutions, and influence product roadmaps to reduce escalations and product friction, ultimately increasing revenue. Document knowledge base articles and build self-serve troubleshooting experiences for Tier 1/Tier 2 teams; mentor others on tools and debugging techniques. Bachelor's Degree in Computer Science, Information Technology, or related field AND 2+ years technical experience in software engineering, service engineering, or systems engineering OR equivalent practical experience (e.g., industry experience, military experience, apprenticeship, open-source contributions). Strong coding skills in at least one general-purpose language (C#, Java, Python, or TypeScript/JavaScript), including writing maintainable, testable code. Experience building automation and/or services that integrate with APIs, databases, and distributed systems. Hands-on debugging skills (logs, metrics, traces) and comfort working in a live-site/production environment. Experience using AI-based coding tools daily (e.g., GitHub Copilot, ChatGPT, or similar) to accelerate development and debugging, while validating correctness, security, and performance.
