Support Engineer

Hatz AI•New York City, NY

2d•Hybrid

About The Position

Based in New York City's vibrant Flatiron District, Hatz AI is at the forefront of building innovative technologies. At Hatz AI, you will have the opportunity to explore new state-of-the-art AI technologies and help MSPs and SMBs use the product with confidence. We're at the forefront of an AI transformation that's happening right now. While employees across America are secretly using AI tools to boost productivity, businesses need a trusted, secure way to embrace this technology. As a Support Engineer at Hatz AI, you'll be on the front line of our partner and customer experience, working support tickets submitted by MSPs, partner administrators, tenant admins, and end users. You'll investigate issues across the Hatz platform — from break/fix bugs and access problems to credits, billing, security/compliance, and incident response — and route anything that isn't a support ticket to the right owner. This is a technical, customer-facing role suited to someone who likes digging into logs, reproducing issues, and translating between partner context and internal engineering teams. This position is a hybrid role based in New York City.

Requirements

2+ years in technical support, application support, or a similar customer-facing engineering role (SaaS, platform, or MSP/IT tools experience a plus).
Strong troubleshooting instincts — comfortable reading logs, reproducing issues, forming hypotheses, and confirming root cause.
Solid written communication; you can turn a vague partner report into a well-structured ticket with impact, urgency, and evidence.
Familiarity with identity and access concepts (SSO, SCIM, MFA, roles/permissions) and basic tenant/multi-tenancy models.
Comfortable with credit/usage/billing concepts and explaining them clearly to non-technical partners.
Disciplined about routing — you know when something is a bug vs. a config issue vs. a usage question vs. a billing/legal handoff vs. product feedback vs. an enablement request.
Adaptable in a fast-moving technology environment — you understand that what is true today may evolve tomorrow, and you can stay steady, curious, and solution-focused when the path is not perfectly defined.
Genuinely excited to learn, grow, and build new skills as the product, customers, and support model continue to evolve — extra credit if you enjoy the occasional “well, that changed quickly” moment.

Nice To Haves

Experience writing or maintaining customer-facing documentation.
Prior exposure to security/compliance workflows (SOC reports, DPAs, security questionnaires).
Familiarity with incident management and on-call rotation practices.
Experience with AI/LLM platforms, workflow builders, or MSP/PSA tooling (e.g., ConnectWise).

Responsibilities

Triage and resolve support tickets submitted by MSPs, partner administrators, tenant admins, and end users, working within Hatz's MSP-led support model (MSPs/partner owners open or join tickets for end-customer issues).
Serve as a confident, customer-facing voice for Hatz AI and our MSP partners — comfortable speaking with customers, asking thoughtful questions, and keeping conversations clear, helpful, and human.
Investigate break/fix issues: suspected bugs, errors, degraded behavior, failed workflows, failed connections, generated-file problems, and product behavior that doesn't match the docs.
Resolve access and account issues: login, invites, roles, permissions, SSO, SCIM, MFA, tenant access, and account setup.
Handle credits and usage questions: usage explanations, credit limits, reset timing, unexpected consumption, and usage-blocked questions.
Coordinate billing, security, compliance, and legal requests by routing to appropriate owners.
Support incident response: handle active outage questions, production-impacting symptoms, and account-specific impact during incidents.
Classify and route requests that are valuable but not break/fix support work — custom workflow design, prompt consulting, training, managed services, roadmap commitments — to the appropriate path (Use Case Workshop, account team, paid engagement, etc.).
Gather structured context on every ticket: issue type, impact, urgency, affected account/tenant, affected user/role, expected vs. actual behavior, and evidence (screenshots, error text, timestamps, workflow/chat links).
Answer from docs first where possible, escalating to a structured ticket only when account-specific investigation is needed.
Partner with engineering to reproduce bugs, provide clean repro steps, and validate fixes before closing tickets.
Contribute to internal knowledge by flagging gaps in documentation and writing or improving help-center articles.