engineering
Posted Apr 30Internal Systems Engineer (Applied AI)
Columbus, United StatesRemote
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Responsibilities
- Building robust internal software, integrations, and automations - such as developing custom FreshDesk widgets to support our agents.
Requirements
- Reporting to the Manager of Customer Operations Systems, the Internal Systems Engineer (Applied AI) is a specialized, high-impact builder role dedicated to supercharging our Customer Operations teams (Support, Success, Onboarding, Implementation).
- This is a highly practical, application-focused engineering position instrumental to our AI transformation. You will spend your time across three types of work:
- Building AI-powered tools and agents.
- You will integrate applied AI into our workflows using modern frameworks.
- Example projects include building an AI-powered QA and training tool with a RAG component for new support agents, architecting agentic workflows for our onboarding team, or building a FreshDesk integration that suggests draft responses to tickets.
- This is what makes AI scale beyond our team.
- As a business, we are ensuring we are on the cutting edge - aggressively automating and scaling up what we do with AI.
- It is for the passionate tinkerer who also gets carried away exploring custom Salesforce structures and data flows.
- It is for the person who has been building agentic workflows to manage their household tasks in their free time because they can't stop playing with the new tools AI offers.
- If you are that person - if you are a highly motivated, thoughtful builder - and you want to leverage applied AI on a daily basis, this is the role for you. What You'll Do:
- You are comfortable writing clean, functional code (Python, JavaScript/TypeScript, etc.) to solve operational problems.
- experience working with REST APIs. You can easily build connectors between distinct SaaS platforms to automate data flows and trigger actions.
- Applied AI Engineering: Hands-on
- experience with LLM orchestration frameworks (like LangChain or LangGraph).
- You understand MCPs, RAG pipelines, agentic workflows, DAG vs linear flows, engineering HITL systems, and have built real-world systems using these rails.
- AI Evaluation & Quality:
- Experience setting up and running evals for LLM outputs.
- You know how to build systems that grade, evaluate, and test AI responses for accuracy and safety (e.g., LLM-as-a-judge).
- You understand CI/CD for AI systems and can build regression testing pipelines.
- Cross-Functional Collaboration: Ability to work closely with non-technical business stakeholders.
- Experience building custom apps or integrations specifically for Freshdesk (or similar enterprise ticketing systems like Zendesk/Jira).
- Background working in or building tools for Customer Support, Customer Success, or Onboarding teams. •
- Experience integrating with knowledge base platforms (like Gitbook or similar documentation sites). Proven
- experience taking automation projects from concept to deployment within a large, complex organization. •
- Experience with monitoring and observability for AI systems in production.
Benefits
- Salary range: $140,000.00 - $160,000.00 per year, plus an additional 5% variable annual bonus contingent on Company performance and eligible to receive a Restricted Stock Unit (RSU) grant.
- Benefits and Perks:
- benefits package that supports your well-being, growth, and work-life balance.
- Medical, Dental, and Vision insurance
- Flexible spending accounts and 401(k)
- Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge.
- Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage.
- A Stake in Our Growth: We offer Restricted Stock Units (RSUs) as part of our total compensation, giving you a stake in the company's growth with a 3-year vesting schedule, pending Board approval.
- Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver.
- Technology Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses.
Contact
- impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey.
- From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships.
- As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most.
- Today, over 5,000 global brands - including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics - rely on impact.com to power more than 350,000 partnerships that deliver measurable business results.
- Your Role at impact.com :
- Many job descriptions define themselves as "critical" or "pivotal." This role genuinely is. impact.com has thousands of clients, millions of partners, endless data, and complex multi-system processes.
- At impact.com, we believe that when you’re happy and fulfilled, you do your best work. That’s why we’ve built a
- impact.com is proud to be an equal-opportunity workplace.
Additional details
- Its award-winning products - Performance (affiliate), Creator (influencer), and Advocate (customer referral) - unify every type of partner into one integrated platform.
- You will consult with business stakeholders to help explain the art of the possible, guide them in defining logic and prompts, and own building and maintaining agentic workflows and tools.
- You will build and maintain the templates, approved patterns, and deployment infrastructure that enable people across Customer Operations to build their own agents without needing to figure out hosting, monitoring, or API connectivity themselves.
- When a Technical Services lead wants to build an agent that automates "pixel not firing" investigations, they should be able to do it on your platform without writing a deployment script.
- You will own the full lifecycle of these apps: building, hosting, monitoring, maintaining, and eventually retiring them when they're no longer needed.
- This role owns a substantial portion of that transformation for a critical part of our business.
- A note on how you'll work with others: when someone across Customer Operations builds a pilot that proves value, you don't take it over.
- You partner with them to elevate it - bringing engineering rigor, production infrastructure, and scale while they maintain creative control and ongoing input.
- When someone has a great idea but isn't technical enough to build it themselves, your first instinct is to build it with them, growing their skills in the process.
- This role is for the person who embodies the overlap of curiosity, process-obsession, and action orientation.