# Technical Support Engineer
**Company:** [Fal](https://hotfix.jobs/companies/fal)
**Location:** Remote
**Skills:** REST APIs, Oauth2, Api Keys, Jwt, Slack, Linear, Notion, GitHub, Monitoring Tools, Observability Tools, Logging Tools
**Posted:** 2026-04-20
> Provides advanced technical support to customers using fal's AI platform, troubleshooting APIs, integrations, and errors via email, chat, and Slack. Analyzes logs, reproduces bugs, documents issues, and collaborates with engineering for improvements.
## Job Description
## Key Responsibilities

- Resolve technical issues and provide advanced support directly to customers, including support for fal's platform (APIs, UI issues, and troubleshooting errors).
- Support users across multiple products via email, chat, and Slack.
- Troubleshoot integration issues, including authentication problems (OAuth, API keys), HTTP errors, malformed requests, rate limits, and API misconfigurations.
- Analyze API logs, error messages, and request/response payloads to identify root causes.
- Manage support tickets by responding within SLA timeframes, escalating complex issues appropriately, and maintaining detailed case records.
- Reproduce, escalate, and document bugs or edge cases in collaboration with engineering.
- Provide structured feedback to engineering teams regarding platform reliability, performance bottlenecks, and customer-reported issues.
- Assist with testing and validation of new features, releases, and infrastructure changes before production deployment.
- Write and maintain technical content, including use case guides, how-to examples, FAQs, solutions for common errors, and documentation of issues and resolutions for the knowledge base.
- Improve developer documentation to make integration as self-serve as possible.

## What You Bring

- Strong analytical thinking, technical problem-solving skills, and a systematic approach to troubleshooting technical issues across web platforms, cloud environments, and enterprise software.
- Experience supporting and troubleshooting **REST APIs** and backend services, including working directly with REST APIs and authentication flows (**OAuth2**, **API keys**).
- Experience using monitoring, logging, and observability tools to support production systems.
- Familiarity with AI platforms, machine learning systems, or data-intensive applications.
- Excellent written and verbal communication and interpersonal skills.
- Experience providing technical support with a customer-first mindset.
- Strong technical writing abilities with experience creating and maintaining user guides, FAQs, and troubleshooting documentation.
- Demonstrated ability to prioritize effectively and respond quickly to critical issues.
- Ability to work independently and collaboratively.
- Self-starter who can identify process improvements.
- Familiarity with tools such as **Slack**, **Linear**, **Notion**, and **GitHub**.
- Familiarity with authentication protocols like **REST APIs**, **OAuth2**, **JWT**, and API key auth.

## What we offer at fal

- Competitive salary and equity
- A lot of learning and growth opportunities
- Regular team events and offsites
**Apply:** https://hotfix.jobs/jobs/technical-support-engineer-at-fal-43c79f80-f7d8-45aa-af2c-164f40a3f9b1
**Canonical:** https://hotfix.jobs/jobs/technical-support-engineer-at-fal-43c79f80-f7d8-45aa-af2c-164f40a3f9b1