Manager of Applied AI, Solutions Support Engineering

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Manager of Applied AI, Solutions Support Engineering based in the United States.** We are seeking an AI-first technical leader to build and evolve the internal platforms that power a scalable, intelligent technical support experience. In this hands-on management role, you will lead a team of developers and automation engineers while actively contributing to code, architecture, and technical strategy. You will oversee the support tooling ecosystem, including Zendesk, Salesforce, ServiceNow, and AI-powered automation workflows. By leveraging AI models, modern development tools, and cloud infrastructure, you will help streamline ticket handling, accelerate investigations, and improve resolution processes. Working across support, product, and technology teams, you will identify operational bottlenecks and translate them into practical technical solutions. This role offers the opportunity to combine people leadership, software engineering, and applied AI to drive meaningful improvements across a global support organization. ### Accountabilities - Lead, mentor, and develop a team of internal tool developers and automation engineers, managing technical execution, team growth, and Agile sprint planning through Jira. - Own the roadmap for internal support tooling and automation, designing platforms and architectures that improve case handling and resolution efficiency. - Maintain a hands-on engineering role by writing, reviewing, and delivering code in Python, TypeScript/JavaScript, and Salesforce Apex across web applications, background jobs, and CRM integrations. - Champion an AI-first development lifecycle by applying AI models, APIs, prompt engineering, and coding assistants such as Gemini and Claude Code to accelerate development while maintaining quality and reliability. - Own the administration, architecture, configuration, and custom development of the Zendesk environment, including embedded applications, webhooks, workflows, ticket routing, and service-level agreement logic. - Build and maintain integrations and automated workflows across Salesforce and ServiceNow, supporting efficient information flow and coordinated support operations. - Lead the development of internal productivity tools, including intelligent ticket routing based on engineer skills and availability, browser and IDE extensions, and integrations with Slack, Jira, Zoom, and PagerDuty. - Maintain and improve cloud-hosted support services on Google Cloud Platform, using containerized applications, PostgreSQL, BigQuery, Pub/Sub, and Terraform. - Ensure that internal platforms, automations, access controls, and customer data are managed securely and reliably. - Partner with support leadership, frontline Solutions Support Engineers, product teams, and technology leadership to identify workflow challenges and develop solutions that keep AI central to the support experience. ### Requirements - At least 2 years of experience leading or managing a team of internal tool developers, automation engineers, or systems developers, including setting technical direction, running Agile sprints, managing Jira epics and defects, and remaining hands-on with code. - At least 5 years of hands-on software development experience building internal tools, backend services, APIs, and web applications using Python and TypeScript/JavaScript, including technologies such as Node.js and React. - Practical experience administering and developing within Zendesk and Salesforce, including Zendesk configurations and applications, Salesforce Apex, custom objects, workflows, and integrations with platforms such as ServiceNow. - Experience deploying and maintaining cloud-hosted services on Google Cloud Platform or comparable environments such as AWS or Azure. - Familiarity with containerized services, relational databases such as PostgreSQL, data warehouses such as BigQuery, and messaging systems. - Hands-on experience applying AI models, APIs, prompt engineering, and AI-assisted coding tools to develop internal applications, automate operational workflows, and improve development productivity. - Experience with Terraform, Docker, Git, CI/CD pipelines, and managing releases across cloud environments and CRM sandboxes. - Ability to lead technical initiatives while balancing architecture, implementation, code quality, team development, and operational reliability. Preferred qualifications: - Experience integrating AI tools and workflows with internal systems using Model Context Protocol (MCP) servers, tool proxies, and AI models or coding assistants such as Gemini and Claude Code. - Experience building custom interfaces, embedded applications, and integrations across Zendesk, Salesforce, and ServiceNow, including Zendesk Apps Framework (ZAF) applications and Salesforce Lightning Web Components (LWC). - A track record of developing internal productivity tools such as Chrome extensions, VS Code extensions, or cloud-hosted workspaces. - Experience building intelligent ticket routing, scheduling, and team availability tools that account for queue volumes, engineer skill sets, and global shift coverage. - Familiarity with integrating workplace and support tools such as Slack bots and workflows, Jira, Zoom, and business intelligence reporting pipelines. - Previous customer-facing technical support experience, preferably within a B2B technology organization. - Candidates must qualify as a U.S. person under the applicable EAR and ITAR definitions, including U.S. citizens, lawful permanent residents, or qualifying protected persons, and must reside in the contiguous United States. - Applicants must have the legal right to work in the United States without visa sponsorship. Visa sponsorship is not available for this role. ### Benefits - Work location: Remote position within the contiguous United States. - Technical impact: Opportunity to lead AI-powered automation and internal engineering platforms that support a global technical support organization. - Leadership and development: Scope to mentor engineers, shape technical strategy, and combine hands-on software development with team leadership. - Modern technology environment: Opportunity to work with AI models and coding assistants, cloud infrastructure, developer tooling, and integrations across major support and CRM platforms. - Salary and additional benefits: The job description does not specify a salary range, healthcare coverage, retirement contributions, paid leave, or other formal employee benefits.