<h2><span style="background-color: transparent; color: rgb(0, 0, 0);">About The Role</span></h2><div><br></div><div><span style="background-color: transparent; color: rgb(0, 0, 0);">We're looking for a hybrid engineer-architect obsessed with scaling. This role is about building the systems </span><em style="background-color: transparent; color: rgb(0, 0, 0);">behind</em><span style="background-color: transparent; color: rgb(0, 0, 0);"> world-class support, shifting our small team to proactive, automated resolution. You will design the infrastructure, validated workflows, and internal content architecture that empower our agents and users. Critically, you will </span><strong style="background-color: transparent; color: rgb(0, 0, 0);">design and build AI agents</strong><span style="background-color: transparent; color: rgb(0, 0, 0);"> and </span><strong style="background-color: transparent; color: rgb(0, 0, 0);">high-impact content</strong><span style="background-color: transparent; color: rgb(0, 0, 0);"> to automate resolutions and ensure our team has the tools to solve any high-stakes legal AI technical hurdle accurately and instantly.</span></div><div><br></div><h2><span style="background-color: transparent; color: rgb(0, 0, 0);">Why This Role Matters</span></h2><div><br></div><div><span style="background-color: transparent; color: rgb(0, 0, 0);">Our platform handles sophisticated legal work for over 1,300 companies. To keep pace with our 10x growth, every answer must be precise and instantly available. You will be crafting the </span><em style="background-color: transparent; color: rgb(0, 0, 0);">scalable</em><span style="background-color: transparent; color: rgb(0, 0, 0);"> systems—from automated workflows to AI agents and expert content—that make "complex" feel "simple" for both our customers and our internal team. This role ensures that every interaction is backed by technical excellence, automation, and reliable content.</span></div><div><br></div><h2><span style="background-color: transparent; color: rgb(0, 0, 0);">What You'll Do</span></h2><div><br></div><ul><li class=""><strong style="background-color: transparent;">Infrastructure Design:</strong><span style="background-color: transparent;"> Build and maintain the technical infrastructure used by the support organization to diagnose and resolve platform issues.</span></li><li class=""><strong style="background-color: transparent;">Workflow Automation & Content Strategy:</strong><span style="background-color: transparent;"> Design and validate automated workflows and internal/external content paths to ensure support responses are fast, technically accurate, and </span><em style="background-color: transparent;">highly scalable</em><span style="background-color: transparent;">.</span></li><li class=""><strong style="background-color: transparent;">Internal Tooling:</strong><span style="background-color: transparent;"> Develop internal dashboards, diagnostic tools, and integrations (using React, Node.js, and GCP) to give agents deeper visibility into system performance.</span></li><li class=""><strong style="background-color: transparent;">Technical Enablement:</strong><span style="background-color: transparent;"> Act as the technical "Force Multiplier" for the support team, mentoring agents on the inner workings of the GCAI platform.</span></li><li class=""><strong style="background-color: transparent;">Feedback Loop:</strong><span style="background-color: transparent;"> Partner with Product and Engineering to turn common support friction points into permanent product fixes.</span></li></ul><div><br></div><h2><span style="background-color: transparent; color: rgb(0, 0, 0);">Impact You'll Have</span></h2><div><br></div><ul><li class=""><strong style="background-color: transparent;">Scale the Support Org:</strong><span style="background-color: transparent;"> Be the key driver in creating the "Golden Path" for support, utilizing content and automation to help our small team handle 10x the volume without sacrificing quality.</span></li><li class=""><strong style="background-color: transparent;">Raise the Reliability Bar:</strong><span style="background-color: transparent;"> Implement observability and testing within support workflows so that AI-related troubleshooting behaves predictably.</span></li><li class=""><strong style="background-color: transparent;">Drive Customer Obsession:</strong><span style="background-color: transparent;"> Shrink the lead time for technical resolutions, directly impacting customer retention and trust.</span></li></ul><div><br></div><h2><span style="background-color: transparent; color: rgb(0, 0, 0);">Required Experience</span></h2><div><br></div><ul><li class=""><strong style="background-color: transparent;">3+ years of experience</strong><span style="background-color: transparent;"> in a Support Engineering, DevOps, or Full-stack role.</span></li><li class=""><strong style="background-color: transparent;">Technical Proficiency:</strong><span style="background-color: transparent;"> Strong expertise in JavaScript/TypeScript and Node.js.</span></li><li class=""><strong style="background-color: transparent;">Infrastructure Mindset:</strong><span style="background-color: transparent;"> Experience working with cloud platforms (GCP preferred) and understanding how to build scalable internal systems.</span></li><li class=""><strong style="background-color: transparent;">Workflow Architect:</strong><span style="background-color: transparent;"> A track record of designing and documenting validated technical processes or automation.</span></li></ul><div><br></div><h2><span style="background-color: transparent; color: rgb(0, 0, 0);">Nice to Have</span></h2><div><br></div><ul><li class=""><span style="background-color: transparent;">Experience with </span><strong style="background-color: transparent;">AI/LLM integrations</strong><span style="background-color: transparent;"> and troubleshooting prompt-related issues.</span></li><li class=""><span style="background-color: transparent;">Background in building secure, compliant systems (SOC2, GDPR).</span></li><li class=""><span style="background-color: transparent;">Experience with modern ORMs and API design.</span></li><li class=""><span style="background-color: transparent;">Familiarity with legal tech or high-growth B2B SaaS.</span></li></ul><div><br></div><h2><span style="background-color: transparent; color: rgb(0, 0, 0);">The Mindset</span></h2><div><br></div><ul><li class=""><strong style="background-color: transparent;">The Enabler:</strong><span style="background-color: transparent;"> You find joy in making </span><em style="background-color: transparent;">other</em><span style="background-color: transparent;"> people more efficient through your code.</span></li><li class=""><strong style="background-color: transparent;">Ownership-Driven:</strong><span style="background-color: transparent;"> You see a manual process and feel a burning need to automate it.</span></li><li class=""><strong style="background-color: transparent; color: rgb(0, 0, 0);">Continuous Learner:</strong><span style="background-color: transparent; color: rgb(0, 0, 0);"> You want to stay deep in the code while understanding the human element of customer support.</span></li></ul><div><br></div><h2><span style="background-color: transparent; color: rgb(0, 0, 0);">What We Offer</span></h2><div><br></div><ul><li class=""><strong style="background-color: transparent;">Growth & Impact:</strong><span style="background-color: transparent;"> Real influence on the strategy of a Series B startup growing at breakneck speed.</span></li><li class=""><strong style="background-color: transparent;">Competitive Package:</strong><span style="background-color: transparent;"> Salary, equity, and excellent benefits </span></li><li class=""><strong style="background-color: transparent; color: rgb(0, 0, 0);">Flexible Environment:</strong><span style="background-color: transparent; color: rgb(0, 0, 0);"> Remote-friendly (USA/Canada) with hybrid options in San Mateo, CA or Provo, UT.</span></li></ul>