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AI Support Macro Recommendation Engineer

Isabella Bianchi

Full-time · Job · New_York

About the role

Our support agents spend too much time hunting for the right canned response buried across a dozen macro folders. We're building a system that reads the incoming ticket and surfaces the three best macros instantly, learning from what agents actually pick. You'll build the retrieval layer on top of our support ticket history, wire it into our existing helpdesk, and ship a feedback loop that keeps recommendations sharp as our product changes. Small team, fast iteration — you'll go from prototype to production in weeks, not quarters, working directly with the two other engineers who own our AI support stack.

Responsibilities

  • Build a retrieval pipeline over historical tickets and macros using RAG
  • Ship a FastAPI service that ranks macro suggestions in real time
  • Instrument agent acceptance rates and iterate on ranking quality
  • Work directly with support leads to define what a good suggestion looks like

Requirements

  • 2+ years shipping production Python services
  • Hands-on experience with LangChain or a comparable RAG framework
  • Comfortable working with ambiguous, evolving requirements

Benefits

  • Remote-first, async-friendly schedule
  • Equity in an early-stage company
  • Small team with direct access to leadership

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Categories

Automation & AI Workflows

Skills

python langchain rag openai api fastapi

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Job Type

Full-time

Level

Mid-Level

Language

English

Salary Range

$100k – $130k / year

AI Expertise

Automation & AI Workflows

Skills

python langchain rag openai api fastapi

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