CX Systems Engineer
Remote • Remote • FullTime
Posted 7d ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
We are seeking a CX Systems Engineer to join our team, focusing on building and scaling the systems that support our growing community of artists and creators. This role is for someone who ships production code and takes ownership of fixes from proposal to merged PR. You will report directly to the Head of Customer Experience and play a crucial role in enhancing our customer support operations through AI and robust engineering practices. Our company is dedicated to advancing AI by merging art and science, believing that world models are key to solving complex problems beyond language models alone.
Responsibilities
- Own the AI support agent, ticketing system, and other support tools end-to-end, including authentication, response logic, routing, escalation paths, and tone.
- Ship daily product changes to reduce ticket volume, such as extending automatic refund eligibility.
- Build and maintain internal CX tooling as production software, including scripts, jobs, dashboards, and admin surfaces.
- Conduct QA and evaluations with test suites, monitoring, and alerts for outages and bugs.
- Manage releases, including staged rollouts, regression suites, rollback criteria, and production release writeups.
- Build and maintain CX reporting dashboards for volume, deflection, CSAT, reply/resolution times, and agent spend.
- Implement and stage guardrails for refunds, account changes, and sensitive data, ensuring an audit trail.
- Maintain the accuracy and structure of the knowledge base for the AI agent and manage its integration with the ticketing system.
- Keep the CX roadmap and coverage model current and sequenced against priorities.
- Manage the day-to-day relationship with our AI platform vendor, including working sessions and issue tracking.
- Facilitate communication and signal sharing across Product, Engineering, Customer Education, GTM, and Analytics teams.
Requirements
- 5+ years of experience in Customer Experience, Support Engineering, or Support Operations, with significant coding experience.
- Proficiency in shipping production code in existing codebases, with experience reading TypeScript and tracing logic through services.
- Hands-on experience building and tuning AI or LLM-powered support workflows, including prompt engineering, routing, escalation design, and evaluations.
- SQL experience for reporting purposes.
- Code-level experience with billing or payments APIs (invoices, prorations, refunds).
- Familiarity with Git, PR reviews, CI, staging environments, and feature flags.
- Experience with QA and evaluation methodologies, including defining rubrics and building test suites.
- Strong judgment regarding the appropriate placement of fixes (code, agent, or knowledge base).
- Proven track record of carrying signal between support, product, and other functions to drive action.
- Comfort managing work autonomously in a fast-paced environment with high ownership.
- Genuine interest in AI, creative tools, or both.