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AI Support Ticket Prioritization Engineer

Evelyn Vestergaard

Full-time · Job · New_York

About the role

Tuvex Solutions processes 40,000+ customer support tickets per month for enterprise SaaS clients. Right now, ticket routing is mostly rule-based — a patchwork of keyword filters and manual queues that agents constantly override. Our product team wants to replace that with a model-driven priority engine that gets smarter over time. In this entry-level role, you'll build the classification and priority scoring models that determine which tickets get to the front of the queue. You'll work with labeled ticket data from multiple clients, fine-tune a text classifier on support intent categories, and wire the outputs into our ticketing platform API via a lightweight FastAPI service. We're explicit that this is a learning role. You won't be thrown in without support. The senior engineer on the team will review every PR, pair with you weekly, and help you build the production engineering habits that will serve your career long-term.

Responsibilities

  • Build and fine-tune text classifiers for support ticket intent and priority scoring
  • Own the FastAPI service that delivers priority scores to the ticketing platform
  • Analyze ticket resolution data to generate training labels
  • Monitor model accuracy and handle retraining requests from the operations team
  • Write tests and maintain documentation for all model endpoints

Requirements

  • Basic Python skills
  • Exposure to NLP or text classification concepts
  • Familiarity with pandas for data exploration
  • Eagerness to learn production engineering practices
  • Prior internship or coursework in ML or data science is sufficient

Benefits

  • Fully remote
  • Health and dental insurance
  • Weekly pairing sessions with senior engineer
  • Annual learning budget ($600)
  • Clear promotion track to mid-level within 18 months

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Categories

Automation & AI Workflows AI Product & Strategy

Skills

python sql hugging face fastapi pandas

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Job Type

Full-time

Level

Junior

Language

English

Salary Range

$60k – $80k / year

AI Expertise

Automation & AI Workflows AI Product & Strategy

Skills

python sql hugging face fastapi pandas

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