AI Support Engineer
About The Position
As an AI Support Engineer , you will be on the front lines helping customers successfully deploy and scale cutting-edge AI-powered developer tools in complex, real-world environments. Your responsibilities will include: Acting as the first line of response for customer technical issues, ranging from product usage questions to deployment, configuration, and software bugs Investigating, reproducing, and root-causing issues using strong computer science fundamentals Escalating complex problems to internal engineering teams when needed, while owning communication and resolution tracking end-to-end Educating customers on best practices, fixes, and workarounds to maximize product value and adoption Documenting common failure modes, solutions, and learnings to improve internal processes and customer-facing knowledge bases Partnering with engineering and product teams to test new releases across IDEs, programming languages, and environments Building tooling and automation to improve support workflows, QA coverage, and operational efficiency This role has high visibility and real impact on customer success, product quality, and overall adoption.
Requirements
- 2+ years of experience in a technical role (e.g., support engineering, software engineering, systems engineering, or similar)
- Bachelor’s degree or higher in Computer Science, Software Engineering, or a related technical field
- Strong understanding of systems concepts such as: Distributed systems Linux environments Containerization and orchestration (Docker, Kubernetes)
- Proficiency in at least one backend or systems-oriented programming language (Python, Java, or Go)
- Experience diagnosing complex technical issues and communicating clearly with technical stakeholders
- Strong problem-solving skills and the ability to operate effectively in a fast-paced environment
Nice To Haves
- Experience supporting or working with enterprise customers
- Familiarity with ticketing systems and structured incident management
- Exposure to AI systems, machine learning workflows, or large language models (hands-on experience is a plus, but not required)
- Interest in developer tooling, infrastructure, or platform products
- Comfort participating in on-call or pager rotations
Responsibilities
- Acting as the first line of response for customer technical issues, ranging from product usage questions to deployment, configuration, and software bugs
- Investigating, reproducing, and root-causing issues using strong computer science fundamentals
- Escalating complex problems to internal engineering teams when needed, while owning communication and resolution tracking end-to-end
- Educating customers on best practices, fixes, and workarounds to maximize product value and adoption
- Documenting common failure modes, solutions, and learnings to improve internal processes and customer-facing knowledge bases
- Partnering with engineering and product teams to test new releases across IDEs, programming languages, and environments
- Building tooling and automation to improve support workflows, QA coverage, and operational efficiency
Benefits
- Competitive base salary: $180K–$220K
- Meaningful equity upside
- Visa sponsorship available
- Full-time, onsite role in NYC or San Francisco
- Opportunity to work alongside world-class engineers and researchers
- Significant learning exposure across engineering, product, and customer-facing problem solving
- High-impact role at a company operating in one of the largest and fastest-growing markets in technology
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
