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Senior AI Platform Engineer - Customer Experience
Full-time
OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over 20 years, more than 1,700 organizations, governments, and institutions globally have trusted OPSWAT to protect the world's critical infrastructure.
The Position
This is an architect-and-build role — not a strategy or advisory role. You will design, engineer, and ship AI-powered systems that directly change how OPSWAT's customers get support, solve problems, and realize value from the platform. The Customer Experience organization supports some of the world's most security-conscious enterprises, operating in air-gapped, OT, and mission-critical environments where a slow resolution or a missed issue has real consequences. The mission: use AI to automate and digitally transform CX operations while simultaneously improving customer satisfaction.
The role operates in a matrix structure: you'll work directly with the SVP of Customer Experience and participate in CX Leadership meetings, while reporting to the head of the Enterprise Applications and Digital Transformation team.
What You'll Own
Agentic AI support agent: design and ship an agent that attempts to resolve incoming cases on its own — reasoning over documentation, knowledge base articles, historical cases, and release notes — triaging and escalating with context where it can't fully resolve
Documentation and knowledge engineering: build AI tools that generate and continuously improve customer-facing documentation, release summaries, and self-help content using LLMs, RAG architectures, vector databases, and semantic search
Self-service experiences for OT environments: design conversational AI interfaces and guided remediation tools purpose-built for constrained, industrial, or air-gapped environments
Adoption intelligence and data tools: build analytics and AI-driven recommendation systems that turn platform telemetry and support data into proactive actions improving retention and customer health
AI-built applications and workflows: build purpose-fit applications for Professional Services tracking, Customer Success lifecycle tooling, case management automation, and signal-triggered outreach
Your First 12 Months
Months 1-3: get deep on how the CX operation works and ship something into production by the end of month three
Months 3-6: measure impact, harden the foundation (data pipelines, model integrations, evaluation frameworks), and take on a second initiative with broader scope
Months 6-12: scale across more use cases and customer segments, driving measurable reduction in manual support workload, faster case resolution, and increased self-service adoption
This Role Is a Great Fit If You
Have 3-8 years of software or AI/ML engineering experience and have shipped production AI systems — not just prototypes
Are fluent in Python with hands-on experience with LLMs, RAG, prompt engineering, vector databases, and AI orchestration frameworks
Have built AI-enabled applications — chatbots, recommendation systems, automation tools — and can speak to what worked and why
Think in outcomes, not features, and bring a strong analytical foundation to define, instrument, and course-correct on success metrics
Have a solid foundation in software system design and data engineering — architecting scalable, production-grade systems
Communicate with clarity and confidence at the senior leadership level, translating technical work into business outcomes
Are willing to travel internationally, with a strong emphasis on the United States
Hold a Bachelor's or Master's degree in Computer Science, AI, Data Science, or a related field
Strong Differentiators
Experience in cybersecurity, cloud security, or OT/industrial security environments
Familiarity with support operations and customer experience platforms
Experience integrating AI systems into enterprise workflows, not just standalone demos
