AI Platorm Software Engineer

Role Overview

The AI Platform Software Engineer supports and scales adoption of an enterprise AI platform by troubleshooting AI behavior, identifying systemic gaps, and improving platform performance and usage. The role bridges technical support, product enablement, and AI system operations—working with internal teams to diagnose root causes across LLMs, agent workflows, MCP tool calls, and backend systems.

Responsibilities

Technical Support & Triage

• Investigate and resolve issues reported by users of Agent Assist
• Reproduce issues and trace failures across:
  • LLM responses and prompts
  • Agent workflows and orchestration
  • Tool/MCP calls and backend integrations (e.g., Salesforce and internal enterprise apps)
• Analyze logs, traces, and telemetry (e.g., Langfuse, New Relic logs) and document findings
• Partner with engineering to resolve issues using root-cause analysis

AI System Debugging & Improvement

• Determine whether issues originate from prompting, retrieval (RAG), tool selection, or backend systems
• Propose improvements to agents, skills, prompts, and workflows
• Use AI-powered development tools (e.g., Cursor) to accelerate debugging and analysis
• Improve system reliability and response quality

User Enablement & Evangelism

• Train internal users on how to effectively use Agent Assist
• Run demos, onboarding sessions, and office hours
• Serve as a trusted advisor to client-facing associates, helping drive adoption
• Explain both capabilities and limitations clearly

Cross-Functional Collaboration

• Translate user issues into actionable tickets and improvements
• Identify recurring patterns and escalate systemic issues

Requirements

• Up to 3 years experience in a technical support, QA, SDET, or engineering-adjacent role (including internships/co-ops/academic projects)
• Bachelor’s degree in a relevant technical field (Computer Science or related)
• Ability to troubleshoot and debug with a focus on root cause analysis
• Foundational experience/exposure to:
  • API testing (Postman or similar)
  • Reading logs and debugging application behavior
  • Basic SQL or data inspection
• Exposure to or strong interest in AI/LLM-based systems (prompting, chatbots, RAG, agents) via coursework/projects/experimentation
• Experience using or willingness to learn AI-powered dev tools (e.g., Cursor, Claude Code)
• Strong communication skills to explain technical issues to non-technical users

Nice-to-have (implied by responsibilities)

• Experience with observability/telemetry for AI systems (e.g., Langfuse, New Relic)
• Familiarity with enterprise integrations such as Salesforce