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NLP Engineer - Support Automation Platform

Oliver Brandt

Full-time · Mid-level · Toronto

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About the role

This SaaS company already uses generative AI in customer support, but the current system is uneven. The answers are sometimes helpful, sometimes vague, and too often expensive. We need an NLP engineer who can improve retrieval quality, response grounding, and evaluation so the product becomes operationally trustworthy rather than merely impressive in demos.

Responsibilities

  • Own retrieval improvements over the help centre and resolved ticket corpus
  • Build offline and online evaluation loops so prompt and pipeline changes are measured rather than guessed
  • Reduce latency and token cost while maintaining answer quality for high-volume customers
  • Work with product managers and design to decide where automation helps and where human review must remain primary
  • Support rollout decisions with clear data rather than anecdotes

Requirements

  • 4+ years in NLP, search, or LLM product engineering
  • Python for retrieval and evaluation tooling
  • LangChain for workflow composition
  • OpenAI API usage in production settings
  • RAG techniques focused on grounded support answers
  • SQL for ticket, article, and feedback analysis

Benefits

  • $108,000 - $130,000 base salary
  • Remote-first team with flexible hours across North America
  • Equity grant on hire
  • $1,200 home office stipend
  • Healthy product-market fit and a team that ships deliberately

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Categories

NLP & Prompt Engineering

Skills

python langchain openai api rag sql

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Job Type

Full-time

Level

Mid-level

Language

English

Salary Range

$108,000 - $130,000

AI Expertise

NLP & Prompt Engineering

Skills

python langchain openai api rag sql

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