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.
- 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: Approve every knowledge change our agents propose until each class of change earns the right to ship on its own.
- 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.
- Strategic Bug Resolution (T4): Be Support's final escalation point for high-impact customer bugs, owning them from reproduction and root cause through code, tests, pull request and production verification.
- AI-Assisted Fixes: Validate agent-generated RCAs and pull requests and drive them to merge with the owning team, who review every change. Hand back fixes that outgrow a few days' scope with findings and a proposed approach.
- Supportability: Ship changes that prevent repeat tickets: clearer errors, better logging and safer retries.
Requirements:
- 4+ years in support, escalation or software engineering, CX operations or automation engineering, with 2+ in B2B SaaS.
- Hands-on helpdesk 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).
- 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.
