Customer Experience (CX) Automation Engineer

<meta><p style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><br></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:18pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><b><strong style="font-size:18pt;color:rgb(32,32,34);white-space:pre-wrap;">Role Description</strong></b></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:12pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:12pt;margin-bottom:12pt;"=""><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">At Galileo, our mission is to help teams build, ship &amp; scale safe, reliable, and trustworthy AI applications.</span></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:12pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:12pt;margin-bottom:12pt;"=""><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">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.</span></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><br></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><b><strong style="font-size:18pt;color:rgb(32,32,34);white-space:pre-wrap;">Main Responsibilities</strong></b></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:12pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:12pt;margin-bottom:12pt;"=""><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">As the founding Customer Experience Automation Engineer at Galileo, you will build our support automation infrastructure from the ground up.</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="color:rgb(32,32,34);margin-top:12pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">AI-Powered Automation</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Design and implement intelligent automation systems using AI and agentic applications to handle customer inquiries, route issues, and resolve common problems without human intervention.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">API Integration Development</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Design, develop, and maintain API-based integrations for customer experience workflows, connecting support tools with our existing systems and platforms.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Intelligent Workflow Creation</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Create event-driven automations, webhooks, and agentic workflows that boost efficiency and streamline customer interactions across all support channels.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Support Process Optimization</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Enhance ticket routing, agent assignment, and implement intelligent triage systems to improve response times and resolution accuracy.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Customer Communication Systems</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Build automated communication systems that provide timely updates and maintain high satisfaction standards throughout the support lifecycle.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Self-Service Enhancement</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Develop and optimize AI-driven chatbot interactions and self-service options that resolve GenAI evaluation and observability questions independently.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Data Analysis &amp; Insights</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Analyze support performance data and customer interaction patterns to derive insights and continuously optimize automation effectiveness.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Knowledge Base Automation</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Create and maintain intelligent documentation systems and knowledge bases that automatically surface relevant technical content for GenAI application challenges.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:12pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Cross-Functional Collaboration</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Partner with Product, Engineering, and Customer Success teams to improve business processes and integrate automation throughout the customer journey.</span></li></ul><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><br></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><b><strong style="font-size:18pt;color:rgb(32,32,34);white-space:pre-wrap;">Minimum Qualifications</strong></b></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:12pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:12pt;margin-bottom:12pt;"=""><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">We're looking for a technically-minded automation expert with strong AI application experience and customer focus.</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="color:rgb(32,32,34);margin-top:12pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Experience</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: 4+ years of experience in Business Systems, Integration Engineering, Customer Experience automation, or related field, preferably within the software or technology industry.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">AI/Agentic Application Expertise</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: 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.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Programming &amp; Integration Skills</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Proficiency in JavaScript, React.js, Python, and Node.js for building automations and API-based integrations, with experience in REST APIs and system connectivity.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Automation Platform Experience</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Proven expertise in automating workflows with webhooks, middleware tools (e.g., Workato, Mulesoft, Tray.io), and event-driven automation platforms.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Technical Problem-Solving</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Strong understanding of software platforms, APIs, and technical troubleshooting, with ability to understand and resolve complex issues related to GenAI applications.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Communication Skills</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Excellent written and verbal communication skills, with ability to explain technical concepts clearly to both technical and non-technical audiences.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Customer-Centric Mindset</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Passionate about delivering exceptional customer experiences and solving customer problems through innovative automation solutions.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Data Analysis</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Experience analyzing data pipelines and using insights to drive process improvements and automation optimization.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Self-Directed</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Ability to work independently, take initiative, and build systems with minimal direction in a fast-paced startup environment.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Support Platform Experience</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Familiarity with customer support platforms (Plain, Zendesk, Intercom) and understanding of GenAI platform challenges, evaluation workflows, and observability requirements.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Customer Journey Mapping</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Ability to design and implement automated customer journey workflows that adapt based on customer behavior.</span></li></ul><h2 dir="ltr" style="margin-right:0px;padding:0px;font-style:normal;font-weight:600;font-size:18pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-top:18pt;margin-bottom:4pt;"=""><b><strong style="color:rgb(32,32,34);font-size:18pt;white-space:pre-wrap;">Preferred Qualifications</strong></b></h2><ul data-pattern="discCircleSquare" data-depth="1" style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="color:rgb(32,32,34);margin-top:12pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Previous experience at a developer-focused or AI/ML platform company</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Experience with LLM implementation and integrations&nbsp;</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Experience with AI-driven chatbot automation and natural language processing (NLP) for technical support scenarios</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Background in customer support or technical operations roles</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:0pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Experience with operational system integrations (billing platforms, CRMs, etc.)</span></li><li dir="ltr" style="color:rgb(32,32,34);margin-top:0pt;margin-bottom:12pt;font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Track record of building support operations that scale efficiently through automation rather than headcount growth</span></li></ul><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin:1em="" 0px;padding:0px;text-indent:0px;text-align:start;"=""><b><strong style="color:rgb(32,32,34);font-size:18pt;white-space:pre-wrap;">Why Galileo</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Join a seasoned founding team that has prev</span><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">iously led product and engineering teams from 0 to $100M+ in revenue and from 0 to 1B+ users globally</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">We obsess over our team’s culture driven by inclusivity, empathy and curiosity</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">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:&nbsp;</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:12pt;--listitem-marker-color:#202022;list-style:none;line-height:1.38;"><ul data-pattern="discCircleSquare" data-depth="2" style="margin:0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:circle;"=""><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Unlimited PTO 🌊</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Parental leave for birthing or non-birthing parents – 100% pay for 8 weeks 🚼</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Employee Stock Participation Plan 📈</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Commuter Benefits 🚖</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Mental and Physical Wellness 🧘</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Company Paid Lunches 🌯</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Headquarters Office in San Francisco 🌉 and a hub in New York 🌇</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:12pt;--listitem-marker-color:#202022;line-height:1.38;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">*Build the company with the Founders* 🧑‍💻</span></li></ul></li></ul>