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

Requirements

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, 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)