Technical Support Engineer - AI-Focused SaaS
We’re seeking an exceptional Technical Support Engineer to join our Customer Experience team. This isn’t your typical support role: you’ll be solving complex engineering problems that directly impact customer success. You’ll work at the intersection of customer experience and deep technical problem-solving, becoming the bridge between customers and the engineering team.
What Makes This Role Special
- Real Engineering Work: Debug production systems, write code, and deploy solutions
- Direct Customer Impact: Your technical expertise directly drives customer success and retention
- Growth Opportunity: Join a rapidly scaling AI company with significant career advancement potential
- Technical Leadership: Own end-to-end technical investigations and become the go-to expert for complex issues
What You’ll Do
- Technical Problem Solving
- Debug complex API failures, LLM hallucinations, and integration bugs using production tools
- Analyze system traces in Honeycomb and other observability platforms
- Write and deploy JavaScript code snippets for customer website integrations
- Perform root cause analysis on system-level issues and data inconsistencies
- AI & LLM Expertise
- Troubleshoot and optimize prompt engineering configurations
- Diagnose LLM response issues and implement solutions
- Work with AI model behaviors and performance optimization
- Debug autonomous agent workflows and decision-making processes
- Integration & Development
- Fix customer integration issues through code modifications
- Deploy and maintain JavaScript implementations for Live Chat and Shopping Agent features
- Work with REST APIs, webhooks, and third-party integrations
- Create technical documentation and implementation guides
- Customer Engineering
- Conduct technical deep-dives with customer engineering teams
- Lead complex technical implementations and migrations
- Provide architectural guidance for customer integrations
- Escalate and collaborate with Product Engineering only when necessary
- Process & Documentation
- Own technical investigations from initial report to final resolution
- Create detailed technical documentation and runbooks
- Build debugging workflows and troubleshooting guides
- Contribute to internal tools and automation
Who You Are
Technical Skills
- 1+ year of software engineering experience with production systems in a SaaS environment
- Strong programming background in JavaScript, Python, or similar languages
- API debugging expertise: REST APIs, JSON, HTTP protocols, authentication
- Production systems experience: logs analysis, monitoring tools, system debugging
- Database knowledge: SQL queries, data analysis, performance troubleshooting
AI/LLM Expertise (Preferred)
- Experience with LLMs, prompt engineering, or AI model integration
- Understanding of machine learning concepts and model behavior
- Experience with AI APIs (OpenAI, Anthropic, etc.)
Customer-Facing Skills
- Excellent English communication (written and verbal)
- Ability to explain technical concepts to non-technical stakeholders
- Problem-solving mindset with customer empathy
- Comfortable working independently in a remote environment
- Availability to work North American time zones (9:00 AM – 6:00 PM EST)
Average salary estimate
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