Senior Operations Engineer – AI-Powered Support Automation

About the Role

Pam is the fastest-growing voice AI platform for auto dealerships. We handle millions of calls, book service appointments, and drive real revenue for 500+ dealerships. As we scale, our support process needs to scale with us — and we're not going to do it by throwing bodies at the problem.

We're hiring a Senior Operations Engineer to build AI-powered automation for our support process. You'll turn a manual, leaky email-based system into an intelligent pipeline with full observability. Your goal: make AI the first line of defense, so humans focus on the hard problems.

If you get energy from automation, love building internal tools, and want to see AI handle real customer issues — this is your role.

What You'll Do

• Build the Email → Ticket Pipeline: Turn support emails into structured, routed tickets automatically using AI for classification and extraction
• Create Observability: Build dashboards that show support volume, resolution rates by tier, and escalation patterns — give us data we don't have today

You Might Be a Good Fit If You

• Have 3+ years of software engineering experience
• Are strong in TypeScript (our entire stack) and AWS
• Use AI to code — Claude Code, Cursor, Copilot, or equivalent. This is how we work.
• Have built automation, pipelines, or internal tooling before
• Are comfortable integrating AI/LLMs into production systems
• Are data-obsessed — you measure everything and run experiments
• Ship fast — you'd rather have a working prototype than a perfect spec
• Care about the people using your tools — you'll work closely with ops, not build in isolation

Bonus Points

• Experience with support/ticketing systems (Zendesk, Intercom, Linear)
• Built knowledge base or FAQ automation before
• Experience with email parsing and processing
• Background in DevOps, SRE, or internal platform engineering
• You've automated yourself out of a job before (and loved it)