Member Technical Staff - Applied AI Engineer

This is an applied AI engineering role, not a traditional support role. You will work directly with customers, learn the repeated work behind their problems, and build agentic systems that take that work over. When a customer needs direct engineering, you will debug and ship. When a pattern repeats, you will turn it into a workflow, eval, tool, or product capability that compounds.

• The frontier: support is one of the richest applied AI environments — an agent has to gather context, reason across systems, use tools, take bounded action, verify the outcome, and communicate clearly. You design that system.

• The trust bar: AI cannot be trusted by default with customer support. You define state, permissions, guardrails, evals, and escalation paths so the automation earns trust.

• The feedback loop: it's immediate. Deploy into real support work, watch where the system fails, and improve it until people can hand over more of the job.

ROLES AND RESPONSIBILITIES

What you'll build

• Agentic workflows that take over support functions: intake, classification, context gathering, reproduction, diagnosis, response drafting, remediation, verification, and follow-up.

• Tool-using agents that safely inspect runs, logs, auth state, configuration, and provider behavior, then propose or execute bounded recovery actions.

• Eval suites for diagnostic correctness, resolution quality, safe escalation, customer communication, and end-to-end task completion.

• Human-in-the-loop systems that make ownership, uncertainty, approvals, handoffs, and failure states explicit.

• The observability, memory, and feedback loops that let these agents improve from real support cases without repeating mistakes.

• Product improvements that remove entire classes of customer issues instead of handling the same symptoms faster.

How you'll work

• Start with the customer outcome, then work backward into the model, workflow, tooling, or product change required to deliver it.

• Own the hardest issues end to end when direct engineering is needed: reproduce, isolate, mitigate, ship, communicate, and verify the resolution with the customer.

• Sit with customers and partner with Support, FDE, Product, and Engineering to find work that should become software.