Description
You're a full-stack product engineer seeking ownership over tickets and process. This role puts you in command of an AI product from start to finish: conducting weekly customer meetings, deciding what to develop, and deploying to production. Your dual objectives: enable Kayako One to resolve support tickets autonomously and construct an AI-driven sales pipeline that guides prospects from initial contact through deal closure. You determine the technology stack, product roadmap, release schedule, and ultimate results.
The broader industry isolates engineers from end users under the guise of "process." We reject that model. No chain of PM → designer → "customer success" stands between you and ground truth. You'll conduct weekly discovery sessions, convert user pain into product features, deploy rapidly, and track tangible outcomes. You'll also architect the AI sales automation infrastructure that can serve as the blueprint for Trilogy's portfolio-wide sales approach. Adoption metrics, resolution rates, CSAT scores, and pipeline velocity define success here.
This position means owning every dimension: new AI capabilities in Kayako One that elevate ticket resolution performance; integrations with CRM and ticketing systems; outreach sequences and targeting algorithms; pipeline connectors; analytics that validate effectiveness; plus all deployment, monitoring, and incident management to maintain uptime. This is not a backend-only role executing tickets defined by others, nor a comfortable lane with structured handoffs. You'll code as required, configure AWS expertly, adopt tools like Voiceflow or Cursor seamlessly, and ensure LLMs perform reliably in production rather than merely impressing in demos.
You'll operate at the leading edge of our help desk product and an AI sales automation initiative, with visibility across the portfolio. Success means customers actively using your releases, accelerated resolution times, improved user satisfaction, and a more efficient, faster-moving pipeline. If you want to control outcomes, engage with customers weekly, filter out distractions, and deliver what shifts the metrics, this opportunity is for you.
What you will be doing
- Develop and deploy Kayako One features—AI that improves ticket resolution, integrations with CRM and ticketing platforms, robust and scalable infrastructure, plus performance enhancements and bug remediation.
- Conduct weekly customer discovery sessions to convert real user pain into product requirements and confirm product direction with users.
- Construct the AI sales automation infrastructure—outreach sequences, pipeline and tool integrations, automated sales stage progression, and performance dashboards.
- Manage deployments and operations—full-stack releases, monitoring, alerting, incident response, and AWS/database infrastructure administration.
What you will NOT be doing
- It isn't simply coding to specifications given to you — you're defining what gets built based on customer feedback.
- It isn't work that remains in staging — everything you create reaches production and actual customers.
- It isn't narrow specialization — you control the entire stack, infrastructure, and customer journey.
Key responsibilities
- Develop and maintain an AI-powered customer support system that resolves tickets without human agents
- Develop and maintain a complete AI sales pipeline that moves deals from first touch to close
Candidate requirements
- At least 5 years of professional software development experience
- Experience owning entire products or major systems, not just features
- Experience shipping AI/LLM-powered products to production (not just prototypes or demos)
- Deep AWS experience, including Lambda, S3, OpenSearch, RDS, CloudWatch, EventBridge, EC2, Route 53, CloudFront
- LLM/AI integration experience, including Claude/ChatGPT prompt engineering, API integration
- Experience coding in Python, Java, and JavaScript
- Experience using MySQL database
- Experience using Docker, deployment pipelines, and GitHub workflows
- Experience with OpenAI and JWT API development
- Experience with DNS management and web infrastructure
- Customer-facing experience
Applying for a role? Here’s what to expect.
Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.
Chat-style
screening interview.
Cognitive 
aptitude test.
Prove real-world 
job skills.
Interview with the hiring manager.
Accept job offer.
Pass
proctored test.
Frequently asked questions
Reviews
Meet some people who've landed similar jobs
Recruitment sucks. So we’re fixing it.
The Olympics of work
It’s super hard to qualify—extreme quality standards ensure every single team member is at the top of their game.
Premium pay for premium talent
Over 50% of new hires double or triple their previous pay. Why? Because that’s what the best person in the world is worth.
Shortlist by skills, not bias
We don’t care where you went to school, what color your hair is, or whether we can pronounce your name. Just prove you’ve got the skills.
Join the world's largest community of 
AI-first remote workers.