Support Operations & AI Automation Engineer

Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $85M in funding and rallying a dedicated team of 120 industry professionals. Our vision is to foster a safer digital landscape for small and medium businesses across the globe. To this end, we introduced our comprehensive all-in-one platform, and continue to grow and expand our team, our partnerships and our revenue.

As our Support Systems & AI Engineer, you'll own the systems behind Guardz's AI-first support: Guardy, our support agent; the support platform it runs on; and the AI agents that classify escalations, investigate issues, and draft fixes that make Guardy smarter. You'll also be Support's Tier 4 escalation point, taking strategic customer bugs from root cause to a tested, merged fix.

As the first hire in this role, you'll report to the Director of Support.

Responsibilities:

•  Support AI Performance: Own Fin Guidance, Procedures, Data Connectors and escalation rules, batch-testing and simulating every change before it goes live, and own the Support AI roadmap and Guardy’s resolution and automation rates.
•  Conversation & Handoff Design: Design how conversations move between Guardy and our Support team on every channel Guardy runs on, so customers never repeat themselves and the team’s tools make AI-assisted work easier, not harder. 
•  Knowledge Architecture: Own the Help Center and internal knowledge as one structured source of truth for people and AI, kept current with every release. 
• Knowledge Review Gate: Establish and manage agentic knowledge workflows and approve changes. 
•  Intercom Administration: Own Intercom workspace configuration, permissions, ticket types, attributes and workflows. 
•  Integrations: Build and maintain integrations through the Intercom API and webhooks, connecting Fin to the Guardz platform, Linear, Slack, HubSpot and our data warehouse. 
• Agent Operations: Operate and extend the Support AI agents infrastructure built around Intercom, keeping them scheduled, monitored and cost-aware, with prompts and skills managed as versioned code. 
•  Evaluation & Trust: Build the evaluation sets that prove each agent works, set trust thresholds per intent class, and own the safety rails: audit log, rollback and kill switches. 
•  New Capabilities: Partner with Engineering to let Guardy gather customer context and platform configurations, and empower it to use this context to resolve a greater variety of requests

Requirements:

• 4+ years in support, escalation or software engineering, CX operations or automation engineering. 
• Hands-on Help Desk Software Administration' (Intercom, Plain or Pylon preferred; Zendesk counts): workflows, data model, APIs. 
• LLM-powered workflows or agents you’ve run in production, including prompt and skill design, tool use and evaluations. 
• TypeScript/Node.js or Python, SQL (PostgreSQL), REST APIs, webhooks, Git, pull requests and automated tests. 
• Proven ability to debug production systems you didn’t write, using logs, traces and database queries. 
• Clear structured writing: a help article, a Fin Guidance rule and a technical spec, equally well. 
• A habit of measurement: you baseline a metric, change something, and show whether it moved. 
• Working knowledge of IT security and MSP environments (Microsoft 365, Google Workspace, identity, endpoint, email) - advantages
• Excellent communication skills in English, and the ability to work independently as the owner of a function. Advantages: Intercom Fin configuration, Claude Code, Agent Skills or MCP, n8n or Make, NestJS, Sentry, an MSP, MSSP or cybersecurity vendor background, and experience founding a small function.
• Advantages: Intercom Fin configuration, Claude Code, Agent Skills or MCP, n8n or Make, NestJS, Sentry, an MSP, MSSP or cybersecurity vendor background, and experience founding a small function.: Intercom Fin configuration, Claude Code, Agent Skills or MCP, n8n or Make, NestJS, Sentry, an MSP, MSSP or cybersecurity vendor background, and experience founding a small function.