AI Solution Engineer

Broccoli AI

4d • Hybrid

About The Position

We work with plumbing, HVAC, and electrical contractors — the people who keep homes running — and we replace fragmented tools and manual workflows with AI agents that actually do the work. Our AI assistants answer phones, book jobs, follow up with customers, and drive revenue — fully integrated into systems like ServiceTitan. We started by going door-to-door, meeting 100+ contractors, and understanding how these businesses actually run. That shaped everything we’ve built. Today: Hundreds of contractors use Broccoli to run their front office. We’ve grown from $0 → millions in ARR in under a year. We’re trusted by both single-location operators and the largest PE-backed roll-ups. Raised $25M+ from Khosla Ventures and YC.

This is a highly technical, customer-facing role for someone who enjoys troubleshooting complex issues, working directly with users, and partnering cross-functionally to improve product quality and customer outcomes. You’ll be on the front lines helping contractors and internal teams resolve issues, surface patterns, and make our AI systems more reliable over time. You’ll work closely with Engineering and Customer Success to solve problems quickly, improve internal processes, and help shape how support operates as we scale.

Requirements

• 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 Haves

• 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

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed