Profile cover
E

AI Ticket Deflection Automation Engineer

Evelyn Vestergaard

Full-time · Job · Los_Angeles

About the role

Our clients' support teams are buried. The median company on our platform receives 3,400 support tickets per month, of which 38% are questions already answered in their documentation. Every one of those tickets costs $8-15 in agent time before it's resolved. Deflection — answering the question automatically before it becomes a ticket — is the highest-leverage intervention we can ship. You'll build the deflection engine that sits in front of the ticketing system: a RAG-based system that ingests customer documentation, matches incoming questions to existing answers, generates accurate responses with source citations, and routes to human agents when confidence is below threshold. The hard part isn't the happy path — it's the fallback logic: knowing when to escalate, how to handle questions that span multiple documents, and how to prevent confident wrong answers that would be worse than no answer. The platform team is eight engineers. You'll own the deflection system end-to-end, from document ingestion to answer quality monitoring. You'll set the quality standards and have veto power over any change that risks increasing the confident-wrong-answer rate.

Responsibilities

  • Build a RAG-based ticket deflection system for customer support automation
  • Design document ingestion, chunking, and embedding pipelines for client knowledge bases
  • Implement confidence scoring and escalation logic for uncertain answers
  • Create answer quality monitoring that catches confident wrong responses
  • Build feedback loops from agent corrections into training and retrieval improvement
  • Define quality SLAs and monitor deflection rate vs. false deflection rate trade-offs

Requirements

  • 5+ years building production NLP or conversational AI systems
  • Deep experience with RAG architectures, retrieval systems, and LLM orchestration
  • Strong understanding of fallback logic and uncertainty quantification in LLM systems
  • Python and FastAPI proficiency for backend service development
  • Track record shipping customer-facing AI systems with measurable business impact

Benefits

  • Fully remote with async-first culture
  • Comprehensive health benefits
  • $5,000 annual learning budget
  • Equity package
  • Flexible PTO with 3-week minimum encouraged

Keep exploring related roles

Use these topic pages to discover more roles in the same hiring cluster.

Categories

Automation & AI Workflows NLP & Prompt Engineering

Skills

python langchain openai api fastapi sql

Related remote AI jobs

Nearby roles that share similar skills, categories, or hiring intent.

Browse all jobs

Technical Writer

RemoteAI company

Part-time

Senior Product Security Engineer

RemoteAI company

Full-time Senior

Software Engineer, Full Stack - UK

RemoteAI company

Full-time

Software Engineer, Applications (Scientific Development Solutions) (High Seniority)

RemoteAI company

Full-time Senior

Drone Platform Integration & Network Support Engineer

RemoteAI company

Full-time

PhD Autonomy Engineer Intern - Computer Vision / Deep Learning Summer 2027

RemoteAI company

Full-time Intern

Job Type

Full-time

Level

Senior

Language

English

Salary Range

$130k – $160k / year

AI Expertise

Automation & AI Workflows NLP & Prompt Engineering

Skills

python langchain openai api fastapi sql docker

Ready to apply for this role?

Create a free talent account in under 2 minutes.

  • Apply to verified AI companies
  • Get AI-matched job recommendations
  • Message hiring managers directly
  • Build your public AI talent profile
Create free account & apply Log in

Interested in this role? Create your free profile to apply.

Apply — create free profile