Founding Senior Platform Engineer: Support Engineering at Broccoli · LumiJobs
Remote
senior
H1B: no
Broccoli Founding Senior Platform Engineer at Broccoli to build AI workflows and systems that improve customer support experience. Own support knowledge base and automate repetitive support tasks to enhance resolution efficiency.
Responsibilities
We're looking for an AI-first builder to transform how we deliver customer support at Broccoli AI.
You'll own customer support experience and build the AI workflows, systems, and documentation that help us resolve customer issues faster and more effectively. You'll work closely with our Technical Support team, Customer Success and Product Engineering, to build tools and automate workflow, improve how our AI troubleshoots customer issues, and build a knowledge base that delivers accurate, helpful answers.
This is a hands-on role for someone who wants to use technical skills to impact directly how a world class technical support team works. You'll identify recurring customer issues, build and improve AI-powered solutions, and use support data to identify opportunities to improve the customer experience.
You'll report to our Head of Customer Success and partner closely with teams across the company.
Build and improve AI workflows that help resolve common customer questions and Tier 1 support issues.
Own our support knowledge base, ensuring documentation is accurate, easy to navigate, and useful for both customers and AI.
Build out the customer facing support platform (example).
Identify opportunities to automate repetitive support tasks and build the tools, integrations, and workflows to make them happen.
Investigate recurring customer issues and AI failures to understand root causes and develop lasting solutions.
Partner with Technical Support, Customer Success, and Product Engineering to improve the customer experience and address underlying product issues.
Build reporting and dashboards that provide visibility into ticket trends, resolution rates, and support performance.
Help ensure enterprise customers and complex issues receive the attention they need while making routine support more scalable.
Qualification
Experience building integrations
Required
5+ years of software engineering or closely related technical experience, with a track record of building and shipping software.
A degree in Computer Science or equivalent practical experience.
Strong coding skills and experience developing, debugging, and maintaining software.
Experience building integrations, working with APIs and databases, and connecting systems.
Hands-on experience with AI-powered applications, LLMs, AI agents, or workflow automation.
A product-minded approach to engineering. You enjoy understanding customer problems and building solutions that address them.
Strong problem-solving skills and the ability to take projects from initial idea through implementation and iteration.
Experience working with customer support teams or building customer-facing tools is a plus.
