Technical Support Engineer - AI-Focused SaaS

We are seeking an exceptional Technical Support Engineer to join our Customer Experience team. This role focuses on solving complex engineering problems directly impacting customer success, involving deep technical investigation and collaboration with other teams. The engineer will act as a bridge between customers and the engineering team, owning end-to-end technical investigations and becoming an AI/LLM expert.

Requirements

• 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)
• Excellent English communication
• Problem-solving mindset with customer empathy
• Availability to work North American time zones