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Salary: USD 127,500 - 191,500 / annual
Recorded Future, a leading intelligence company serving 1,900+ clients worldwide, is seeking a Product Support Solutions Developer to design, build, and maintain the technical infrastructure powering the customer support function.
You will combine technical development expertise with support operations and enablement to architect scalable internal tooling, engineer custom integrations, and leverage AI agents and automations to drive operational efficiency, reduce resolution times, and elevate customer satisfaction.
Key Responsibilities:
**Custom Tooling & Integration Development:** Design and build custom applications, scripts, and webhook integrations across core support systems (Zendesk, Jira, Salesforce Service Cloud, Domo, StatusPage). Architect and optimize API connections, custom middleware, and automated workflows to streamline ticket routing, data syncs, and escalations. Build custom UI components, apps, and macros within support platforms to enhance agent efficiency.
**AI Agent & Automation Implementation:** Lead evaluation, development, and deployment of AI agents, LLM-powered assistants, and chatbots to automate tier-1 support interactions and internal agent assistance. Fine-tune AI agent prompt workflows, knowledge ingestion pipelines, and retrieval-augmented generation (RAG) models to improve self-service resolution rates. Monitor and optimize AI agent performance, accuracy, and customer satisfaction metrics.
**Support Operations & Tool Management:** Administer, configure, and optimize support systems, maintaining SLAs, routing rules, triggers, and automated workflows. Conduct regular quality, tag, and compliance audits across systems to ensure high data integrity. Assist Platform Operations and Support Leadership with outage communication tooling and incident escalation paths.
**Data Engineering, Analytics & Reporting:** Build and maintain complex analytics dashboards and data pipelines (Zendesk Explore, Domo, SQL) to track KPIs like ticket volume, MTTR, CSAT, and backlog trends. Partner with Product Analytics to build unified data reporting layers. Perform root-cause analysis on platform trends and negative CSAT ratings to identify automation opportunities.
**Technical Enablement & Process Improvement:** Collaborate with Support Leadership to design and deliver technical onboarding and enablement programs. Translate complex product handoffs from Product and Engineering teams into technical documentation, training modules, and knowledge base resources. Partner with Documentation and Training teams to create client-facing self-service e-learnings. Continuously audit support workflows to identify bottlenecks and develop automated solutions.
**Requirements:**
**Required Experience:**
- 3+ years in product support engineering, support operations, technical support, or developer relations
- Hands-on programming experience (Python, JavaScript/Node.js, REST APIs, Webhooks, JSON) to build custom tooling and integrations
- Deep administrator/developer experience with customer support ecosystems (Zendesk API/Apps Framework, Jira Service Management, Salesforce, Freshdesk)
- Strong SQL skills and experience building dashboards in BI tools (Domo, Tableau, Looker) or native reporting engines (Zendesk Explore)
- Proven ability to document SOPs, lead technical training, and optimize operational support workflows
- Strong cross-functional collaboration skills to liaise effectively between Engineering, Product, and Support teams
**Preferred:**
- Hands-on experience developing or implementing AI Agents, LLM APIs (OpenAI, Anthropic), conversational AI frameworks, or agentic frameworks (LangChain, AutoGen)
- Experience with vector databases, prompt engineering, or managing knowledge bases optimized for AI search/RAG architectures
- Familiarity with ITIL framework, Agile methodology, or DevOps deployment practices
