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Product Support Solutions Developer

Recorded Future· Customer Support
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Boston, MAfull-timePosted 5d ago

About the role

Designs, builds, and maintains the technical infrastructure, tools, and automated workflows that power Recorded Future's customer support function, with a focus on scalable internal tooling, custom integrations, and AI-powered automation to improve support efficiency and customer satisfaction.

Responsibilities

  • 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 desktop experience.
  • Determine methods and procedures for new or undefined assignments, considering company objectives to shape solutions
  • Lead the 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 workflows, knowledge ingestion pipelines, and RAG models to improve self-service resolution rates.
  • Monitor and optimize AI agent performance, accuracy, and customer satisfaction metrics.
  • Administer, configure, and optimize support systems, maintaining SLAs, routing rules, triggers, and automated workflows.
  • Conduct regular quality, tag, and compliance audits across systems to ensure data integrity and adherence to support processes.
  • Assist Platform Operations and Support Leadership with outage communication tooling, incident escalation paths, and client updates.
  • Build and maintain complex analytics dashboards and data pipelines (e.g., Zendesk Explore, Domo, SQL) to track KPIs like 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.
  • Collaborate with Support Leadership to design and deliver technical onboarding and enablement programs for support staff.
  • Translate complex product handoffs from Product and Engineering into technical documentation, live training modules, and internal knowledge base resources.
  • Partner with Documentation and Training teams to create client-facing self-service e-learnings and articles to reduce inbound ticket volume.
  • Continuously audit support workflows to identify bottlenecks, document procedures, and develop automated solutions to eliminate them.
  • Maintain key relationships outside their area of expertise to bolster unified process improvement where necessary.

Qualifications

  • Experience: 3+ years in product support engineering, support operations, technical support, or developer relations.
  • Hands-on programming experience (e.g., Python, JavaScript/Node.js, REST APIs, Webhooks, JSON) to build custom tooling and integrations.
  • Deep administrator/developer experience with customer support ecosystems (e.g., Zendesk API/Apps Framework, Jira Service Management, Salesforce, Freshdesk).
  • Strong SQL skills and experience building dashboards in BI tools (e.g., Domo, Tableau, Looker) or native reporting engines (Zendesk Explore).
  • Proven ability to document SOPs, lead technical training, and optimize operational support workflows.
  • Strong cross-functional collaboration skills to liaise effectively between Engineering, Product, and Support teams.

Skills

Required:ProgrammingPlatform administrationData analysis & BICommunication & enablement

Benefits

  • Base salary range $127,500 - $191,500.
  • May be eligible for incentive compensation, equity, and medical, dental, vision, life insurance and 401K.
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Recorded Future

The future of cyber defense is autonomous.

Get real-time, actionable cyber threat intelligence with Recorded Future. Mitigate cyber risks, prioritize threats, and proactively secure your business.

cyber threat intelligencesecuritythreat detectionAIresearch
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