Founding Software Engineer, AI Support Systems
Remote • Lehi, Utah • FullTime
Posted 1d ago
About the job
Broccoli is seeking an AI-first builder to transform customer support operations. This role will own the customer support experience, developing AI workflows, systems, and documentation to expedite issue resolution. You will collaborate with Technical Support, Customer Success, and Product Engineering to automate workflows, enhance AI troubleshooting capabilities, and build a comprehensive knowledge base for accurate customer assistance. This is a hands-on position focused on leveraging technical skills to directly influence the effectiveness of a world-class technical support team, identifying recurring customer issues, improving AI-powered solutions, and utilizing support data to enhance the overall customer experience.
Responsibilities
- Build and improve AI workflows for common customer questions and Tier 1 support issues.
- Own and maintain the support knowledge base for accuracy, navigability, and usefulness.
- Develop the customer-facing support platform.
- Automate repetitive support tasks by building necessary tools, integrations, and workflows.
- Investigate recurring customer issues and AI failures to identify root causes and implement solutions.
- Collaborate with Technical Support, Customer Success, and Product Engineering to enhance customer experience and address product issues.
- Build reporting and dashboards for ticket trends, resolution rates, and support performance.
- Ensure enterprise customers and complex issues receive adequate attention while scaling routine support.
Requirements
- 5+ years of software engineering or related technical experience with a proven track record of building and shipping software.
- Degree in Computer Science or equivalent practical experience.
- Strong coding skills with experience in developing, debugging, and maintaining software.
- Experience building integrations, working with APIs and databases, and connecting systems.
- Hands-on experience with AI-powered applications, LLMs, AI agents, or workflow automation.
- Product-minded approach to engineering, with a focus on understanding and solving customer problems.
- Strong problem-solving skills with the ability to manage projects from concept to iteration.
- Experience working with customer support teams or building customer-facing tools is a plus.