Senior AI Enablement Engineer - Support

Senior AI Enablement Engineer - Support

Location: Tysons Corner, Va • On-site

About Pam

Pam builds voice AI and customer experience software for car dealerships. Our products help dealership teams handle sales and service conversations, book appointments, and follow up with customers. We’re looking for an engineer who can make the support behind those products faster, more reliable, and easier to scale.

The Role

You’ll own the AI agents, diagnostics, and internal tools that help our support team resolve customer problems and catch issues earlier. You’ll work directly with support specialists, learn where investigations get stuck, and turn recurring problems into tools and lasting improvements.

This is a hands-on engineering role with ownership from discovery through production. You’ll investigate complex escalations, build the systems that make future cases easier, and help Tier 1 support resolve more issues independently. Your primary focus will be improving how support works through software, with customer retention as the business goal.

What you’ll do

• Build support agents and workflows that gather evidence, triage issues, suggest next steps, and prepare clear engineering escalations.
• Create diagnostics that bring together customer configuration, call transcripts, logs, and integration health so support can investigate problems quickly.
• Give Tier 1 support reliable tools and runbooks to resolve common issues, with clear permissions and escalation paths.
• Handle complex technical escalations, reproduce failures, and work with the teams that own the product to fix recurring causes.
• Build checks and alerts that detect broken customer workflows before they become repeated support tickets.
• Own the software you ship: tests, deployment, monitoring, failure recovery, documentation, and ongoing improvement. Build evaluation cases from real support scenarios and test changes before rollout.
• Use customer data carefully. Build appropriate access controls, audit trails, and human review for actions that change customer systems or configurations.
• Work with Support, Product, and Engineering to prioritize improvements and measure adoption, resolution quality, time saved, and running costs. Choose straightforward automation or AI based on what works best for the problem.

What you’ll bring

• Experience independently building and operating production software, typically gained through 5+ years in software engineering or equivalent depth of experience.
• Strong programming skills in Python or TypeScript/JavaScript, plus practical experience with APIs, webhooks, SQL, and integrations between systems.
• Hands-on experience shipping LLM-powered applications, agents, or workflows used in real operations. You can explain how you tested them, handled failures, and improved their quality or cost.
• Strong debugging skills across application code, logs, data, and configuration. You can work from a vague customer symptom to a reproducible problem and a useful fix.
• Experience with automated tests, version control, code review, deployment, and production monitoring. You build tools that other people can maintain.
• Clear written communication and the ability to work closely with support specialists and customers. You can explain an investigation, document a workflow, and help people adopt what you build.

Useful experience

• Support engineering, internal tools, reliability engineering, or automation for a SaaS product.
• Retrieval from knowledge bases, tool calling, AI evaluation, or workflow orchestration; experience choosing among existing products, low-code tools, and custom code.
• AWS, telephony or voice AI, CRM and scheduling integrations, or dealership software.

What success looks like

• Customers get useful answers and lasting resolutions sooner, with fewer reopened cases and repeat incidents.
• Tier 1 support can independently resolve more types of issues using tools the team trusts and actually uses.
• Recurring failures are detected earlier and lead to improvements in diagnostics, automation, or the product.
• Support automations stay reliable, have clear ownership, and deliver measurable value relative to their running and maintenance costs.

We welcome candidates from different engineering paths. Show us what you’ve built, how you investigated difficult problems, and the impact your work had.