Product Support Solutions Developer

Job description

With 1,000+ intelligence professionals serving over 1,900 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company! The **Product Support Solutions Developer** designs, builds, and maintains the technical infrastructure, tools, and automated workflows that power the customer support function. Combining technical development expertise with support operations and enablement, this role is responsible for architecting scalable internal tooling, engineering custom integrations, and leveraging AI agents/automations to drive operational efficiency, reduce resolution times, and elevate customer satisfaction. ### **What You'll Do:** #### **1. Custom Tooling & Integration Development** - Design, build, and maintain custom applications, scripts, and webhook integrations across core support systems (e.g., 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 and desktop experience. - Determines methods and procedures for new or undefined assignments, considering company objectives—not only functional needs—to shape solutions #### **2. AI Agent & Automation Implementation** - Lead the 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 continuously optimize AI agent performance, accuracy, and customer satisfaction metrics. #### **3. 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 and adherence to support processes. - Assist Platform Operations and Support Leadership with outage communication tooling, incident escalation paths, and client updates. #### **4. Data Engineering, Analytics & Reporting** - Build and maintain complex analytics dashboards and data pipelines (e.g., 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 across disparate platforms. - Perform root-cause analysis on platform trends and negative CSAT ratings to identify automation opportunities and systemic fixes. #### **5. Technical Enablement & Process Improvement** - Collaborate with Support Leadership to design and deliver technical onboarding and enablement programs for support staff. - Digest complex product handoffs from Product and Engineering teams, translating them into technical documentation, live training modules, and internal knowledge base resources. - Partner with Documentation and Training teams to create client-facing self-service e-learnings and articles that reduce inbound ticket volume. - Continuously audit support workflows to identify operational bottlenecks, create documented procedures to improve them, and develop automated solutions as necessary to eliminate them. - Maintains key relationships outside their area of expertise to bolster unified process improvement where necessary ### **What You'll Bring:** #### **Required:** - **Experience:** 3+ years of experience in product support engineering, support operations, technical support, or developer relations. - **Development & Scripting:** Hands-on programming experience (e.g., Python, JavaScript/Node.js, REST APIs, Webhooks, JSON) to build custom tooling and integrations. - **Platform Expertise:** Deep administrator/developer experience with customer support ecosystems (e.g., Zendesk API/Apps Framework, Jira Service Management, Salesforce, Freshdesk). - **Data & Analytics:** Strong SQL skills and experience building dashboards in BI tools (e.g., Domo, Tableau, Looker) or native reporting engines (Zendesk Explore). - **Operations & Enablement:** Proven ability to document SOPs, lead technical training, and optimize operational support workflows. - **Communication:** Strong cross-functional collaboration skills to liaise effectively between Engineering, Product, and Support teams. #### **Preferred:** - **AI & Automation Experience:** Hands-on experience developing or implementing AI Agents, LLM APIs (e.g., OpenAI, Anthropic), conversational AI frameworks, or agentic frameworks (e.g., LangChain, AutoGen). - **Knowledge Management for AI:** Experience with vector databases, prompt engineering, or managing knowledge bases optimized for AI search/RAG architectures. - **Best Practices:** Familiarity with ITIL framework, Agile methodology, or DevOps deployment practices. *The base salary range for this full-time position is $127,500 - $191,500. Our salary ranges are determined by role, level, and location. The salary displayed reflects the range for new hire salaries for the position across all US locations. Within the range, individual pay is determined by state, work location and additional factors, including job-related skills, experience, and relevant education or training. This position may be eligible for incentive compensation, equity, and medical, dental, vision, life insurance and 401K. Your recruiter can share more about the specific details of the compensation and benefit package during the hiring process.* #LI-Hybrid **Why should you join Recorded Future?**Recorded Future employees (or “Futurists”), represent over 40 nationalities and embody our core values of having high standards, practicing inclusion, and acting ethically. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.6-star user rating on G2 and more than 50% of Fortune 100 companies as customers. **Want more info?** [Blog & Podcast](https://www.recordedfuture.com/blog/): Learn everything you want to know (and maybe some things you’d rather not know) about the world of cyber threat intelligence [Linkedin](https://www.linkedin.com/company/recorded-future/), [Instagram](https://www.instagram.com/recordedfuture/) & [Twitter](https://twitter.com/RecordedFuture): What’s happening at Recorded Future [The Record](https://therecord.media/): The Record is a cybersecurity news publication that explores the untold stories in this rapidly changing field [Timeline](https://www.recordedfuture.com/our-story): History of Recorded Future [Recognition](https://www.recordedfuture.com/why-recorded-future#industry--culture-awards): Check out our awards and announcements  *We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences, backgrounds and lifestyles. By ensuring all feel included and respected for being unique and bringing their whole selves to work, Recorded Future is made a better place every day. If you need any accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our recruiting team at [careers@recordedfuture.com](mailto:careers@recordedfuture.com)* *Recorded Future is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply. Recorded Future does not discriminate based on race, religion, color, national origin, gender including pregnancy, sexual orientation, gender identity, age, marital status, veteran status, disability or any other characteristic protected by law. Recorded Future will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.* *Recorded Future does not administer a lie detector test as a condition of employment or continued employment. This is in compliance with the law of the Commonwealth of Massachusetts, and in alignment with our hiring practices across all jurisdictions.* *Recorded Future maintains a drug-free workplace.* ***Note:** Our interview process for all final-round candidates requires a mandatory **in-person interview** or a live, scheduled **video conference with the hiring manager**. We do not conduct interviews via instant messaging or text. All communications during the application process will come from individuals within our HR department via their Recorded Future email address.* --- ***Notice to Agency and Search Firm Representatives:** Recorded Future will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future, including those sent to our employees or through our website, will become the property of Recorded Future. Recorded Future will not be liable for any fees related to unsolicited resumes.* *Agencies must have a valid written agreement in place with Recorded Future's recruitment team and must receive written authorization before submitting resumes. Submissions made without such agreements and authorization will not be accepted and no fees will be paid.*