About this role
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 AreTechnical 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)