Senior Product Engineer, Support Systems & AI Automation

DESCRIPTION

We are seeking a Lead Product Engineer – Support Systems & AI Automation to help design, implement, and evolve the platform that powers support operations for our EV charging network.

This role sits at the intersection of product engineering, support operations, systems architecture, and AI automation.

The engineer in this role will lead the implementation of a modern support platform and automation architecture, working to transition support operations from existing tools and workflows into a more integrated and scalable system. This includes standing up the new operational framework, building automation and AI capabilities, and phasing support operations over from current systems into the new platform over time.

Unlike traditional support roles, this position is responsible for building and evolving the systems that enable support to scale efficiently, automate operations, and improve network reliability.

Key Responsibilities

• Support Platform Engineering & Architecture
  
  

Design, implement, and continuously improve the systems that power customer and operational support.

Responsibilities Include:

• Launching and implementing the next‑generation support platform architecture
• Designing support workflows and operational automation
• Building tools that improve troubleshooting and diagnostics
• Integrating operational data sources to improve support visibility
• Enabling monitoring and analytics to improve operational performance
• Supporting the phased transition from existing systems into the new support platform
• Ensuring the support platform can scale alongside network growth
  
  

This role must be capable of both initial platform implementation and ongoing architectural evolution as operational needs grow.

• AI & Automation Development
  
  

Design and implement AI‑driven capabilities that increase automation and reduce manual support workload.

Examples Include:

• AI‑assisted customer support agents
• Technical diagnostic AI agents
• Automated ticket triage and classification
• Predictive fault detection
• Automated operational workflows
• Knowledge base intelligence systems
• Operational Reliability Engineering
  
  

Improve the reliability and supportability of the EV charging network through tooling, diagnostics, and automation.

Responsibilities Include:

• Building monitoring and alerting capabilities
• Analyzing failure patterns across devices and locations
• Developing automated diagnostic tools
• Enabling remote troubleshooting and remediation
• Contributing to predictive maintenance capabilities
• Cross‑Functional Collaboration
  
  

Work Closely With Teams Across The Organization Including:

• Fulfillment and Support Operations
• Software Engineering
• Hardware Engineering
• Field Service and Channel Partners
• Product Management
• Internal Systems and Integrations Team
• OEM partners
• Enterprise customers
  
  

This role may also participate in technical discussions with enterprise clients during major incidents or escalations.

REQUIREMENTS

3–7 years of experience in roles such as backend engineering, systems engineering, reliability engineering, infrastructure engineering, or support platform engineering.

Strong Experience With:

• APIs and system integrations
• Automation frameworks
• Distributed systems
• Monitoring and observability tools
• Incident management workflows
  
  

Programming / Technical Skills

Experience with REST APIs, event‑driven systems, cloud infrastructure (AWS preferred), automation frameworks, and operational tooling.

AI & Automation Experience

Experience Designing Or Integrating:

• AI support agents
• LLM‑powered automation
• Conversational support systems
• AI‑driven workflow automation
  
  

Experience With Platforms Such As:

• AWS Bedrock
• LLM orchestration frameworks
  
  

Platforms:

Preferred Experience

• Jira Service Management
• Zoho
• Salesforce
• HubSpot
  
  

Operational Platforms:

• Charging station management systems
• IoT or connected hardware platforms
• Asset management platforms
• Field service management tools
• Monitoring and observability platforms
  
  

Industry Experience Preferred:

• EV charging infrastructure (OCPP)
• Energy infrastructure
• IoT device networks