Support Engineering AI & Tooling Specialist (AI)

TL;DR

Support Engineering AI & Tooling Specialist (AI): Developing and optimizing AI-assisted workflows for member experience with an accent on chatbots, automated triage, and response suggestions. Focus on building feedback loops, translating frontline feedback into product requirements, and ensuring continuous improvement of AI tools.

Location: Remote (United States only). Not considering candidates residing in Alaska, Delaware, Iowa, Mississippi, Missouri, Nebraska, South Dakota, West Virginia, and Wisconsin.

Salary: $117,300 - $169,000 USD (based on US region).

Company

Oura empowers people to understand and improve their health by providing daily insights and practical steps through the Oura Ring and its connected app.

What you will do

• Develop and optimize AI-assisted workflows, including chatbots and automated triage, to enhance member experience.
• Build feedback loops utilizing QA data to continuously improve AI workflows and identify root causes of issues.
• Lead cross-functional AI and tooling initiatives from discovery through rollout with Member Experience and Customer Experience Technology teams.
• Incorporate machine learning, AI, and automation into support workflows, driving measurable reductions in resolution times.
• Partner with Product and Engineering to translate frontline feedback and AI tooling performance data into clear product requirements.
• Conduct regular performance reviews of AI tools, identifying trends and translating findings into actionable recommendations.

Requirements

• 8+ years of experience in Customer Experience Technology or AI tooling with demonstrated ownership of tools at scale.
• Proficiency in Python, SQL, and REST APIs, capable of building lightweight automations.
• Hands-on experience building or managing AI-based support workflows, including prompt engineering and knowledge base management.
• Experience defining and tracking AI tooling KPIs (containment rate, deflection, CSAT) and using data for continuous improvement.
• Strong cross-functional collaboration skills, translating technical concepts for non-technical stakeholders and business needs for Engineering.
• Familiarity with enterprise support platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud) at an admin or configuration level.

Culture & Benefits

• Competitive salary and equity packages.
• Health, dental, vision insurance, and mental health resources.
• An Oura Ring and employee discounts for friends & family.
• 20 days of paid time off, 13 paid holidays, and 8 days of flexible wellness time off.
• Paid sick leave and parental leave.