Customer Support Operations Intelligence Engineer

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Seeq Corporation

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51 - 200 employés

Seeq Corporation développe des logiciels et des services qui accélèrent l'analyse des processus industriels sur les données des processus industriels. Les données des processus industriels sont la collection de données temporelles, d'événements et de signaux, ainsi que des données contextuelles associées, générées par les organisations de production et manufacturières. En raison du volume, de la vitesse et de la variété élevés de ces flux de données, les données des processus industriels nécessitent généralement une manipulation approfondie pour permettre des analyses et des insights. Les outils d'analyse sophistiqués mais faciles à utiliser de Seeq sont applicables aux marchés industriels tels que les raffineries de pétrole, les produits pharmaceutiques et la production d'énergie. Basée à Seattle, Seeq dispose également de bureaux satellites dans l'ouest des États-Unis et au Canada. Lancée en mai 2013, l'équipe fondatrice expérimentée comprend des cadres, ingénieurs et data scientists ayant travaillé précédemment chez OSIsoft, Honeywell, Microsoft et Insitu. Seeq est dirigée par la Dr Lisa Graham, PDG. Pour en savoir plus sur Seeq, rendez-vous sur www.seeq.com.

Description

• This role is focused on helping Seeq’s global Technical Support organization scale its effectiveness, efficiency, and quality. • You will build AI agents, workflows, and process automations that help make our world-class support team even more capable as we continue to grow our customer and user base. • Build operations intelligence workflows that help Seeq’s Technical Support team act earlier, faster, and with better judgment. • Work closely with Technical Support Engineers, Support leadership, Product, Engineering, and Customer Success to understand how support works across regions, time zones, and escalation paths, then turn those insights into systems that improve the operation. • Design and implement workflows that reduce manual effort, improve consistency, and accelerate high-value support work across ticket triage, routing, knowledge retrieval, escalation preparation, case summarization, data gathering, and root-cause-oriented investigation. • Translate operational data into actionable intelligence, including support tickets, product usage context, case metadata, response patterns, escalation signals, and internal knowledge sources, delivering the right insights to the right people at the right time. • Help shape how Seeq operates in an AI-assisted world by creating systems, prompts, tooling, documentation, and conventions that make support workflows easier to execute correctly and easier to improve over time.

🎯 Exigences

• Have at least 3 years of professional experience in software development, workflow automation, applied AI, analytics engineering, support tooling, or related technical work • Have experience working with modern AI tooling, including LLMs, agentic workflows, prompt design, evaluation, and human-in-the-loop operational systems • Proficient in Python, APIs, and software development frameworks used to automate and operationalize complex workflows • Demonstrate experience building production-grade internal tools and AI-powered systems that are used by teams to improve speed, quality, and consistency • Show a strong understanding of technical support operations, ticketing and case management systems, escalation workflows, or other service operations environments • Be highly effective at translating messy operational processes and data into scalable systems, actionable intelligence, and measurable improvements • Show excellent problem-solving and analytical skills, with great attention to detail • Demonstrate excellent communication and collaboration skills, and the ability to work effectively in a cross-functional team environment

🏖️ Avantages

• 12-week paid Seeq family leave • Unlimited PTO • Internet and mobile phone reimbursements • Medical benefits • Group term life insurance • Short-term and long-term disability insurance pre-tax benefits • Voluntary vision and dental (ortho) • Vacation bonus program • Employee Assistance Program • Generous home office allowance • The best co-workers (we've analyzed the data, so we know it's true.) • Pet-friendly workspace (your dog will be so happy to have you home) • You love your job!