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Broccoli AIBroccoli AILehi, UT

AI Solution Engineer

Help customers adopt and operate AI agents for plumbing/HVAC contractors by troubleshooting complex issues with logs, SQL, and integrations. Partner with Engineering/Product to resolve bugs, improve processes, and enhance AI reliability in a hybrid role.

Salary not listed
Hybrid3+ YOESupport Engineering

About the role

What You’ll Do

  • Resolve customer issues across product, workflow, and technical support queues
  • Troubleshoot deeply using logs, internal tools, SQL, and other debugging workflows
  • Investigate issues related to AI agents, call flows, messaging, booking workflows, and platform integrations
  • Partner with Engineering and Product to escalate bugs, document patterns, and close feedback loops
  • Communicate clearly with customers and internal teams about issues, expectations, and resolutions
  • Help define and improve support processes, documentation, and quality standards as the team grows
  • Support a wide range of customers, from SMB operators to larger enterprise accounts
  • Contribute to a strong customer experience while balancing speed, quality, and technical rigor

What You’ll Bring

  • 3+ years of experience in technical support, product support, solutions engineering, or a similar customer-facing technical role
  • Strong troubleshooting instincts and the ability to work through ambiguous technical issues
  • Experience reading logs, investigating system behavior, and using ticketing/support tools like Zendesk or similar
  • Comfort working directly with customers and managing communication throughout issue resolution
  • Interest in AI products and enthusiasm for working in a fast-moving environment where AI is central to the product and day-to-day work
  • Strong judgment, ownership, and willingness to learn quickly
  • Education is not a major factor; we care more about relevant experience and capability

Nice to Have

  • Experience supporting SaaS products in a ticket-based environment
  • Experience with SQL, JavaScript, APIs, or light scripting
  • Experience in AI, communications, VoIP, or workflow automation products
  • Experience supporting mid-market or enterprise customers
  • Experience working closely with Product and Engineering on escalations and bug reporting

Skills

SQLJavaScriptAPIsZendeskSaaSAIvoipWorkflow Automation

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