Technical Support Engineer II – Automation & AI-Driven Support

Role: Technical Support Engineer II – Automation & AI-Driven Support

Location: Remote

Shift Timings: US/UK Shift

About Joveo

Joveo is redefining recruitment marketing through its AI-powered platform that enables global enterprises, staffing agencies, and RPOs to attract and hire top talent efficiently. As the leader in performance-based hiring, we process millions of jobs and applications daily, dynamically optimizing spend and performance across all media channels in real-time.

Were backed by premier investors, including Nexus Venture Partners, and have earned recognition on Inc. Magazines list of Americas Fastest-Growing Private Companies for three consecutive years.

Visit us at www.joveo.com to learn more.

About the Role

We are seeking an experienced Technical Support Engineer II with a strong background in automation, programming, and modern AI-assisted support tools. This role goes beyond traditional ticket resolution — you will help build and scale an intelligent, self-healing support system. Your work will directly influence how efficiently and accurately we solve customer issues, aiming for full-cycle ticket automation, from ingestion to resolution.

This is a critical role ideal for someone from a product-based tech environment who has built support automations, contributed reusable tools/scripts, and worked closely with engineering teams to reduce manual interventions.

Key Responsibilities:

• Serve as the primary technical contact for complex customer issues and drive resolutions autonomously or through automation.
• Build and maintain automation pipelines that can: Ingest tickets (via APIs or support platforms), Parse and understand issues using LLMs or NLP tools, Fetch relevant logs/data from systems, Trigger workflows (e.g., analyze CSVs, hit internal/external APIs), and auto-update/resolve tickets with structured insights or resolutions.
  
• Collaborate with product and engineering teams to influence supportability and observability features in the product.
• Continuously identify repeat issue patterns and develop automation strategies or reusable tools to reduce MTTR.
• Maintain internal knowledge bases and create documentation for troubleshooting automations and tools.
• Act as an SME for internal tooling, APIs, data pipelines, and integrations used in customer environments.

Requirements:

• 3+ years of experience in a technical support or DevOps/Platform Engineering role within a product-based tech company.
• Proven experience building or scaling automated support solutions (e.g., bots, scripts, workflow engines, AI-assisted analysis).
• Strong programming skills in Python, JavaScript, or Go. Experience with scripting tools like Bash, PowerShell, or task automation frameworks (e.g., Airflow, Step Functions).
• Deep knowledge of working with REST/SOAP APIs, log analysis, and integrated systems debugging.

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  Hands-on experience with SQL and NoSQL databases; able to query and analyze data to drive issue resolution.
• Experience with cloud platforms (AWS preferred) – understanding of services like Lambda, S3, CloudWatch, etc.
• Exposure to ticketing platforms like Jira Service Management.
• Experience working with LLM tools (e.g., OpenAI, LangChain, Pinecone, etc.) to solve technical or business support challenges is a huge plus.
• Ability to thrive in a fast-paced startup culture – highly proactive, detail-oriented, and autonomous.
• Excellent communication skills and a strong sense of ownership.
• Bachelors degree in Computer Science / Engineering / Information Technology or equivalent from a reputed institution.

Nice to Have:

• Experience integrating GenAI into internal support tools or workflows.
• Familiarity with observability tools (e.g., Grafana).
• Prior exposure to CI/CD systems and DevOps culture.
• Contributions to internal developer platforms or SRE-like automation initiatives.

Why Join Us:

• Build the next-generation support stack from the ground up, leveraging AI, automation, and product integrations.
• Work closely with world-class engineers and product teams to shape smarter customer experiences.
• Be part of a growth-stage company that encourages innovation and invests in your success.