Customer AI & Automation Engineer
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Key details
- Location
- Texas, United States
- Work style
- Onsite
- Function
- Software engineering
- Focus area
- AI / ML
- Posted
- Yesterday
Skills
About the role
Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises.
The Vectra AI Platform delivers integrated signal across public cloud, SaaS, identity, and data center networks in a single platform. Powered by patented Attack Signal Intelligence, it empowers security teams to rapidly prioritize, investigate and respond to the most advanced cyber-attacks. With 35 patents in AI-driven threat detection and the most vendor references in MITRE D3FEND, organizations worldwide rely on the Vectra AI to move at the speed and scale of hybrid attackers. For more information, visit www.vectra.ai.
About Vectra AI
Vectra AI is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises. The Vectra AI Platform brings together signal across public cloud, SaaS, identity, and data center networks to help security teams prioritize, investigate, and respond to advanced cyber-attacks.
The Role
Vectra AI is building a proactive, intelligent customer experience model that helps customers deploy, adopt, realize value, and expand with less dependency on manual intervention. These are the next steps in our customer experience that pair both human touch and automated enablement for our customers. The Customer AI & Automation Engineer will create the technical foundation that makes this model scalable, reliable, and measurable.
The Customer AI & Automation Engineer designs, builds, tests, and operates the workflows, integrations, and AI agents that power customer journeys across Salesforce, HubSpot, Pendo, enablement and product signals. This is a hands-on builder role for someone who combines systems thinking, data fluency, and practical business judgment.
The role supports Technical Account Managers (TAMs), Sales Engineers (SEs) responsible for post-sales account management, Professional Services (PS), Technical Support, and broader Digital Success initiatives.
Your Impact
- Build and maintain customer lifecycle workflows across HubSpot, Salesforce, Pendo, and connected customer systems.
- Design and operationalize AI agents for journey operations, signal detection, next-best-action recommendations, support guidance, and customer insight.
- Translate requirements from Lifecycle Strategy, Customer Success, Support, SE, Product, Enablement, and Marketing into scalable automation and orchestration logic.
- Technical Account Management: Automate account health preparation, technical success plan updates, recurring health checks, action tracking, and customer review preparation.
- SE post-sales account management: Support technical account oversight, deployment and adoption reviews, product utilization analysis, technical risk identification, and follow-through on customer actions.
- Professional Services: Streamline onboarding, deployment planning, readiness checks, project updates, and delivery documentation.
- Technical Support: Improve case triage, troubleshooting, knowledge retrieval, and resolution workflows.
- Digital Success: Build scalable onboarding, adoption guidance, customer health monitoring, and proactive outreach workflows.
- Develop integrations and data flows that connect customer, product, support, engagement, and enablement signals.
- Establish testing, QA, monitoring, exception handling, observability, and rollback procedures for automations and AI-enabled workflows.
- Create operational reporting that surfaces journey enrollment, workflow health, drop-offs, exceptions, adoption signals, and agent performance.
- Support the Customer Lifecycle Council with technical feasibility assessments, implementation estimates, and evidence on what is working or breaking.
- Map customer journeys and internal processes, including handoffs between teams, and prioritize use cases based on customer impact, effort saved, feasibility, and business value.
- Integrate knowledge platforms and internal product systems into agent workflows using APIs and orchestration tools.
- Define clear operational ownership and human approval steps for agent actions, supported by audit trails and data protection controls.
- Improve production workflows using feedback and usage data; document solutions and train teams to use and maintain them.
What You Will Bring
- Demonstrated experience designing, building, deploying, and operating production-scale AI agents using both OpenAI GPT and Anthropic Claude models.
- Hands-on experience selecting and orchestrating models for different tasks, including tool use, retrieval, structured outputs, workflow execution, evaluation, observability, permissions, and human escalation.