Full Stack AI Engineer

Full Stack AI Engineer – Prod Support

Ryz Labs is looking for a Full Stack AI Engineer – Prod Support to build intelligent, secure, and scalable identity experiences across our client's platforms. In this role, you'll work end-to-end—from frontend UX to backend services and AI models—focusing on authentication, authorization, identity verification, fraud detection, and personalization.

You'll partner closely with product, security, and data teams to embed AI into identity workflows while maintaining the highest standards of privacy, security, and reliability.

Responsibilities:

• Design, build, and deploy AI/ML solutions to automate ITSM ticket triage, classification, prioritization, and routing
• Develop NLP-based models for ticket summarization, root-cause detection, and resolution recommendation
• Implement AI-powered virtual agents / copilots to assist support engineers and end users
• Partner with Product Support, SRE, and Engineering teams to understand recurring issues and automate resolution workflows
• Build intelligent runbooks and self-healing automation for common incidents and service requests
• Enhance knowledge management by auto-generating and updating KB articles from resolved tickets
• Integrate AI solutions with ITSM platforms (HALO)
• Develop APIs, workflows, and event-driven automations across monitoring, logging, and ITSM tools
• Ensure seamless handoff between AI systems and human support engineers
• Analyze ticket, incident, and operational data to identify automation opportunities
• Train, evaluate, and continuously improve ML models using real-world support data
• Implement monitoring for model performance, drift, and accuracy in production
• Ensure AI solutions meet reliability, security, and compliance standards
• Implement guardrails, explainability, and auditability for AI-driven decisions
• Contribute to AI governance and responsible AI practices

Qualifications/Requirements of the Position:

• 5+ years of experience as a Full Stack Engineer, Platform Engineer, or AI Engineer, with ownership of production systems
• Strong proficiency in JavaScript/TypeScript and a modern frontend framework (React, Next.js, or equivalent)
• Backend development experience with Python, Java, or Node.js, including building and maintaining secure APIs
• Hands-on experience delivering AI/ML solutions into production environments
• Strong experience in Python and/or Java for backend and ML development
• Hands-on experience with NLP, LLMs, or GenAI (e.g., transformers, embeddings, RAG, prompt engineering)
• Experience integrating AI solutions with ITSM tools (HALO, etc.)
• Knowledge of REST APIs, microservices, and cloud platforms (AWS, Azure, or GCP)
• Familiarity with MLOps, CI/CD, model deployment, and monitoring
• Solid understanding of ITIL / ITSM processes (Incident, Problem, Change, Request)
• Experience working with Product Support, SRE, or NOC teams
• Ability to translate operational pain points into automation and AI use cases

Knowledge, Skills, and Abilities Required:

• Background in cybersecurity, fraud detection, trust & safety, or abuse prevention.
• Experience with graph-based ML, NLP for security signals, or time-series anomaly detection.
• Knowledge of adversarial ML, model evasion techniques, or secure model design.
• Experience building systems that operate under strict latency or reliability constraints.
• Exposure to chatbots, copilots, or agentic AI frameworks
• Experience in high-volume, 24x7 production support environments
• Publications, talks, or open-source contributions in AI or security.

About RYZ Labs:

RYZ Labs is a startup studio founded in 2021 by two lifelong entrepreneurs. The founders of RYZ have worked at some of the world's largest tech companies and some of the most iconic consumer brands. They have lived and worked in Argentina for many years and have decades of experience in Latam. What brought them together was their passion for the early phases of company creation and the idea of attracting the brightest talents in order to build industry-defining companies in a post-pandemic world.

Our teams are remote and distributed throughout the US and Latam. They use the latest cutting-edge cloud computing technologies to create scalable and resilient applications. We aim to provide diverse product solutions for different industries and plan to build a large number of startups in the upcoming years.

At RYZ, you will find yourself working with autonomy and efficiency, owning every step of your development. We provide an environment of opportunities, learning, growth, expansion, and challenging projects. You will deepen your experience while sharing and learning from a team of great professionals and specialists.

Our values and what to expect:

- Customer First Mentality - Every decision we make should be made through the lens of the customer.

- Bias for Action - urgency is critical, expect that the timeline to get something done is accelerated.

- Ownership - Step up if you see an opportunity to help, even if it's not your core responsibility.

- Humility and Respect - Be willing to learn, be vulnerable, and treat everyone who interacts with RYZ with respect.

- Frugality - being frugal and cost-conscious helps us do more with less

- Deliver Impact - get things done most efficiently.

- Raise our Standards - always be looking to improve our processes, our team, and our expectations. The status quo is not good enough and never should be.