Technical Support Engineer

Incident Triage: Quickly identify, troubleshoot, and resolve user-reported issues involving AI-powered features

Customer Communications: Communicate resolutions, workarounds, and technical explanations clearly to both technical and non-technical users

Documentation: Create and maintain internal and external knowledge bases, FAQs, and troubleshooting guides

Issue Escalation: Collaborate with engineering and product teams for complex escalations and feedback loops

Proactive Support: Analyze customer feedback and recurring issues to recommend product improvements

Onboarding Assistance: Guide new customers through onboarding, ensuring smooth adoption and early success

In-Product Guidance: Design and deliver helpful guides, tooltips, and support resources within the product

2–6 years of technical support experience with demonstrated end-to-end ownership of customer issues

Proven track record supporting B2B SaaS or AI/ML products with complex user workflows

Portfolio or record demonstrating support process improvements and customer success contributions

Support Tools: Advanced skills with customer support systems (e.g., Zendesk, Freshdesk, or similar)

Troubleshooting: Technical competence to diagnose issues and basic familiarity with APIs, logs, or web tech (HTML/CSS/JS basics)

Strategic Vision: Aligns support activities with business objectives and user needs

Systems Thinking: Develops scalable support frameworks that grow with the product and organization

Quality Standards: Maintains high service quality while moving quickly in a startup environment

Self-Sufficiency: Resolves technical issues independently without requiring extensive external support

Tool Mastery: Leverages best-in-class support and troubleshooting tools to maximize efficiency and quality

Cross-Platform Awareness: Ensures consistency across web, mobile, and desktop support experiences

Empathy: Puts customer needs at the center, ensuring every interaction is helpful and positive

Usability Focus: Identifies and resolves user experience pain points impacting customer success

Accessibility Awareness: Supports users across varied backgrounds and technical proficiency levels

Stakeholder Management: Communicates effectively with founders and cross-functional teams regarding customer issues and feedback

Cross-Functional Partnership: Works seamlessly with product and engineering to ensure customer issues are prioritized and resolved

Customer Advocacy: Champions customer needs and translates feedback into actionable improvements

Rapid Iteration: Balances support excellence with speed of execution and continuous learning

Resource Optimization: Achieves maximum impact with lean resources and creative approaches

Growth Mindset: Continuously evolves support strategies based on business needs and user feedback

If you're passionate about empowering customers and creating exceptional support experiences in a fast-growing AI company, we’d love to hear from you.