Product Support Solutions Developer
Recorded Future · Washington, DC
About this role
**Product Support Solutions Developer** Recorded Future is the world’s most advanced and largest intelligence company, with 1,000+ intelligence professionals serving 1,900+ clients worldwide. The **Product Support Solutions Developer** designs, builds, and maintains the technical infrastructure, tools, and automated workflows that power the customer support function. You’ll combine technical development expertise with support operations and enablement to architect scalable internal tooling, build custom integrations, and leverage AI agents/automations to improve 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 the desktop experience. - Determine methods and procedures for new/undefined assignments, aligning solutions with company objectives—not only functional needs. 2. **AI Agent & Automation Implementation** - Lead 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 RAG (retrieval-augmented generation) 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 to ensure high data integrity and adherence to support processes. - Support Platform Operations and Support Leadership with outage communication tooling, incident escalation paths, and client updates. 4. **Data Engineering, Analytics & Reporting** - Build and maintain analytics dashboards and data pipelines (e.g., Zendesk Explore, Domo, SQL) to track KPIs such as 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.
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