AI Support Engineer

Responsibilities

• Troubleshoot and resolve complex customer issues involving API failures, integration challenges, authentication errors, and production incidents.
• Debug logs, analyze system behavior, reproduce issues, and provide expert technical guidance.
• Serve as a product and platform expert and escalation point for complex technical issues.
• Partner with customers, Engineering, Product, Operations, and Go-To-Market teams to resolve issues and prevent recurrence.
• Use scripting and AI capabilities to improve internal tooling and automate operational workflows.
• Identify and implement scalable automation and AI-powered workflows that reduce manual effort and improve support efficiency.
• Provide occasional holiday and weekend on-call coverage as needed.

Requirements

• 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles.
• Experience using emerging technologies such as Codex, ChatGPT, or the OpenAI API to script or engineer code for automation.
• Expert SaaS troubleshooting skills and the ability to learn complex technologies quickly.
• Polished enterprise communication and composure during high-stakes customer incident calls.
• Experience building strong customer and cross-functional relationships to resolve complex issues.
• Exceptional critical-thinking, problem-solving, and technical communication skills.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

Compensation and Benefits

• Annual salary, equity, and benefits.
• Medical, dental, and vision insurance for you and your family.
• Mental health and wellness support.
• PRSA plan with 8% employer matching.
• Unlimited time off.
• Annual learning and development stipend of $1,500 USD equivalent per year.