Support Engineer (AI-First)
HedraSan Francisco, California, United States
Posted February 21, 2026
Full Time
About the Company
Hedra is a frontier AI laboratory that develops a unified creative superintelligence designed to empower content creators and marketers. Its suite of generative models—spanning video, image, and audio—has driven billions of impressions across the industry. The company’s flagship product, Hedra Studio, streamlines the entire creative workflow, enabling users to translate intent into polished, high‑impact content. By combining proprietary AI with strategic partner integrations, Hedra offers a scalable, end‑to‑end content engine that serves tens of millions of creators and businesses worldwide. This blend of cutting‑edge technology, seamless usability, and broad industry reach distinguishes Hedra as a leader in AI‑powered content creation.
Job Description
As a Support Engineer (AI-First), you will design, build, and run the systems that power Hedra’s AI-first customer support, and partner closely with Engineering and Product to turn support signals into fixes, reliability improvements, and a better customer experience.
Requirements
- Built or operated technical support for a developer-facing or complex product (B2B SaaS, infra, AI, APIs)
- Strong debugging skills across APIs + web apps (auth, logs/telemetry, repro steps) and ability to communicate crisp root-cause hypotheses
- Comfortable reading and shipping code/scripts (Python and/or TypeScript) to automate workflows, fix sharp edges, or improve tooling
- Experience building durable support operations: SLAs, severity definitions, incident comms, postmortems, and clear internal handoffs
- Hands-on experience improving LLM-powered workflows (e.g., RAG, tool calling, prompt/tool iteration) with a focus on correctness and safety
- Strong customer-facing communication and able to lead updates for key accounts during incidents and high-urgency escalations
- Startup or 0→1 environment experience
Benefits
- Competitive compensation and equity
- 401k
- Healthcare (Silver PPO Medical, Vision, Dental)
- Lunch and snacks at the office
