Support Engineering AI & Tooling Specialist, Member Experience

8+ years in Customer Experience Technology or AI tooling, with demonstrated ownership of tools or systems at scale

Proficiency in Python, SQL, and REST APIs; comfortable building lightweight automations and integrations without needing dedicated engineering support

Hands-on experience building or managing AI-based support workflows  — including prompt engineering, knowledge base management, and performance evaluation

Experience defining and tracking AI tooling KPIs such as containment rate, deflection, and CSAT, and using data to drive continuous improvement

Strong cross-functional collaborator who can translate technical concepts for non-technical stakeholders and business needs for Engineering teams

Familiarity with enterprise support platforms (e.g.

At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health.

What we offer:

Competitive salary and equity packages

Health, dental, vision insurance, and mental health resources

An Oura Ring of your own plus employee discounts for friends & family

20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off

Develop and optimize AI-assisted workflows such as chatbots, automated triage, response suggestions, and deflection flows

Build feedback loops that use QA data to identify issues, analyze root causes, and continuously improve AI workflows and member experience

Lead cross-functional AI and tooling initiatives with Member Experience and Customer Experience Technology teams, from discovery to rollout

Analyze member feedback to identify areas for improvement using our existing automation tool stack

Support Engineering Readiness

Incorporate machine learning, AI, and automation into the support workflow