Customer Experience (CX) Automation Engineer

This is a remote role (Anywhere in the US), with a strong preference for candidates that can be in Burlingame, CA to work with the team in person 2 days per week. About Galileo Galileo is the leading platform for Gen AI evaluation and observability, with a mission to democratize building safe, reliable and robust applications in the new era of AI powered software development. Our foundation is built on pioneering the early technology behind the world's most ubiquitous AI applications including Apple's Siri and Google Speech. We firmly believe that AI developers require meticulously crafted, research-driven tools to create trustworthy and high-quality generative AI applications that will revolutionize our work and lifestyle. Galileo addresses the complexities inherent in implementing, evaluating, and monitoring GenAI applications, optimizing the development process for both individual developers and teams by offering a comprehensive platform that spans the full AI development lifecycle. Galileo bridges critical gaps, significantly enhancing developers' ability to refine and deploy reliable and precise GenAI applications. Since its inception, Galileo has rapidly gained traction, serving Fortune 100 banks, Fortune 50 telecom companies, as well as AI teams at prominent organizations such as Reddit and Headspace Health, among dozens of others. Galileo has AI research at its core, with the founders coming from Google and Uber where they solved challenging AI/ML problems in the Speech, Evaluation and ML Infra domains. It is now a Series B business backed by tier 1 investors including Battery Ventures, Scale Venture Partners, and Databricks Ventures, with $68M in total funding. We are headquartered in San Francisco with locations such as New York and Bangalore, India forming our areas of future growth. Role Description At Galileo, our mission is to help teams build, ship & scale safe, reliable, and trustworthy AI applications. We are seeking a Customer Experience Automation Engineer to elevate our customer support operations through AI and agentic applications. You'll build, maintain, and optimize intelligent systems that enhance customer experience across all support channels, focusing on automation-first solutions to support our growing customer base. This role involves designing API integrations, creating intelligent workflows, and deploying AI-powered solutions that deliver exceptional customer experiences. Main Responsibilities As the founding Customer Experience Automation Engineer at Galileo, you will build our support automation infrastructure from the ground up.

• AI-Powered Automation: Design and implement intelligent automation systems using AI and agentic applications to handle customer inquiries, route issues, and resolve common problems without human intervention.
• API Integration Development: Design, develop, and maintain API-based integrations for customer experience workflows, connecting support tools with our existing systems and platforms.
• Intelligent Workflow Creation: Create event-driven automations, webhooks, and agentic workflows that boost efficiency and streamline customer interactions across all support channels.
• Support Process Optimization: Enhance ticket routing, agent assignment, and implement intelligent triage systems to improve response times and resolution accuracy.
• Customer Communication Systems: Build automated communication systems that provide timely updates and maintain high satisfaction standards throughout the support lifecycle.
• Self-Service Enhancement: Develop and optimize AI-driven chatbot interactions and self-service options that resolve GenAI evaluation and observability questions independently.
• Data Analysis & Insights: Analyze support performance data and customer interaction patterns to derive insights and continuously optimize automation effectiveness.
• Knowledge Base Automation: Create and maintain intelligent documentation systems and knowledge bases that automatically surface relevant technical content for GenAI application challenges.
• Cross-Functional Collaboration: Partner with Product, Engineering, and Customer Success teams to improve business processes and integrate automation throughout the customer journey.

Minimum Qualifications

We're looking for a technically-minded automation expert with strong AI application experience and customer focus.

• Experience: 4+ years of experience in Business Systems, Integration Engineering, Customer Experience automation, or related field, preferably within the software or technology industry.
• AI/Agentic Application Expertise: Hands-on experience developing and deploying AI and LLM-based solutions using platforms like OpenAI (GPT) and Anthropic (Claude), with focus on building agentic workflows and intelligent automation systems.
• Programming & Integration Skills: Proficiency in JavaScript, React.js, Python, and Node.js for building automations and API-based integrations, with experience in REST APIs and system connectivity.
• Automation Platform Experience: Proven expertise in automating workflows with webhooks, middleware tools (e.g., Workato, Mulesoft, Tray.io), and event-driven automation platforms.
• Technical Problem-Solving: Strong understanding of software platforms, APIs, and technical troubleshooting, with ability to understand and resolve complex issues related to GenAI applications.
• Communication Skills: Excellent written and verbal communication skills, with ability to explain technical concepts clearly to both technical and non-technical audiences.
• Customer-Centric Mindset: Passionate about delivering exceptional customer experiences and solving customer problems through innovative automation solutions.
• Data Analysis: Experience analyzing data pipelines and using insights to drive process improvements and automation optimization.
• Self-Directed: Ability to work independently, take initiative, and build systems with minimal direction in a fast-paced startup environment.
• Support Platform Experience: Familiarity with customer support platforms (Plain, Zendesk, Intercom) and understanding of GenAI platform challenges, evaluation workflows, and observability requirements.
• Customer Journey Mapping: Ability to design and implement automated customer journey workflows that adapt based on customer behavior.

Preferred Qualifications

• Previous experience at a developer-focused or AI/ML platform company
• Experience with LLM implementation and integrations
• Experience with AI-driven chatbot automation and natural language processing (NLP) for technical support scenarios
• Background in customer support or technical operations roles
• Experience with operational system integrations (billing platforms, CRMs, etc.)
• Track record of building support operations that scale efficiently through automation rather than headcount growth

Why Galileo

• Join a seasoned founding team that has previously led product and engineering teams from 0 to $100M+ in revenue and from 0 to 1B+ users globally
• We obsess over our team’s culture driven by inclusivity, empathy and curiosity
• We invest in our team’s development and happiness because our employees are the keys to our success and ensuring happy customers – towards that end, we offer:
• * Unlimited PTO
• Parental leave for birthing or non-birthing parents – 100% pay for 8 weeks
• Employee Stock Participation Plan
• Commuter Benefits
• Mental and Physical Wellness
• Company Paid Lunches
• Headquarters Office in San Francisco and a hub in New York
• *Build the company with the Founders*

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