Upside
Senior CX Systems Engineer, AI & Automation
Austin · Senior
Sponsorship not specifiedDetected 5 days ago
JavaScriptTypeScriptPythonReactBackend DevelopmentGitSQLMySQLDynamoDBSnowflakeAWSTerraformGitHub ActionsData VisualizationLLMsA/B TestingAccessibilityCustomer SupportZendeskSystems EngineeringCollaborationProblem Solving
About the role
- We are looking for a Senior CX Systems Engineer, AI & Automation to help scale the technology that powers our Consumer Operations organization.
- This is a highly hands-on engineering role focused on execution, experimentation, and continuous improvement.
Responsibilities
- Design, develop, and maintain AI-powered workflows that improve customer support operations and customer experience.
- Partner with Consumer Operations stakeholders to identify opportunities where AI can reduce manual effort and improve service quality.
- Build and maintain integrations across systems such as Zendesk, Retool, Slack, and internal platforms.
- Develop backend services, APIs, and automation workflows using Python (Proficient), Strong SQL and JavaScript/TypeScript.
- Identify operational bottlenecks and build scalable solutions that eliminate repetitive work.
- Build reporting and dashboards that help teams understand customer experience trends and operational performance.
- Analyze support interactions and customer feedback to identify opportunities for process improvement.
- Partner with Operations and Product teams to turn customer insights into actionable improvements.
- Use data to evaluate the effectiveness of automation initiatives and support investments.
- Diversity drives innovation, and our differences make us stronger.
Requirements
- 5-8 years of software engineering experience in a fast-paced technology environment.
- Strong proficiency in Python.
- Strong proficiency in JavaScript or TypeScript.
- Hands-on experience working with LLM platforms such as OpenAI, Claude, or similar AI technologies.
- Experience integrating third-party platforms using APIs and webhooks.
- Ability to work effectively with Operations, Product, and Engineering stakeholders.
Nice to have
- Experience with Zendesk, Retool, or similar customer operations platforms.
- Experience with Snowflake, Hex, Looker, or other analytics tools.
- Experience working in fintech, marketplaces, SaaS, or other high-growth environments.
- Experience with AWS services and serverless architectures.
- Familiarity with prompt engineering, LLM evaluation, and AI workflow optimization.
- We don't expect experience with every technology listed below, but familiarity with several is helpful:
- JavaScript / TypeScript
- AWS (Lambda, API Gateway, DynamoDB, EventBridge, CloudWatch)
Compensation
- Unlimited PTO + 10 paid federal holidays + our annual, week-long Winter Break
Benefits
- Medical, dental, and vision coverage starting on Day 1
- Family planning programs + paid parental leave
- Emotional and mental health support programs
- Unlimited PTO + 10 paid federal holidays + our annual, week-long Winter Break
- Flexible work environment
- Lunch reimbursement for in-office employees
- Learning and Development stipend
- If there's anything we can do to support a disability or special need during your application or interview process, please email accommodations@upside.com.
Company info
- We created Upside to transform brick-and-mortar commerce.
- Our technology uses the sophistication of online retail-profit measurement, attribution, and incrementality-to provide users with more value on their everyday purchases and brick-and-mortar businesses with new, profitable customers.
- We've helped millions of users earn 2 to 3 times more cashback than any other product, and hundreds of thousands of brick-and-mortar businesses earn measurable profit.
- Billions of dollars in commerce run through the Upside platform every year, and that value goes directly back to our retailer partners, the consumers they serve, and important sustainability initiatives.
Equal opportunity
- We're passionate about building a workplace that represents a variety of backgrounds, skills, and perspectives, and we do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- Everyone is welcome here!
- This email is for accessibility accommodations only, it should not be used to submit job applications.
- Notice To Recruiters And Placement Agencies:
This listing is sourced directly from Upside's careers page and normalized into a canonical job model.