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.
We're backed by premier investors, including Nexus Venture Partners, and have earned recognition on Inc. Magazine's list of America's 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.
- 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.
- Bachelor's 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.
