Support Engineer

Writer

Senior Support Engineer helping enterprise customers resolve intricate issues on AI platform. Collaborating with multiple teams to enhance customer experience and operations efficiency.

Posted 5/20/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $132,000 - $167,000 per yearWebsite

Tech Stack

Tools & technologies

AWSCloudGoogle Cloud PlatformGrafanaPython

About the role

Key responsibilities & impact

Own the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom
Guide technical end users directly by debugging and refining custom-built Python and no-code agents
Serve as Tier 2 advanced support to monitor and tackle complex production issues through our monitoring alerts
Drive technical investigations across our stack and escalate deeper technical issues to product and engineering teams
Shape our product roadmap by gathering and sharing platform feedback and feature requests with product and design teams
Build and maintain automated diagnostic tools and scripts to scale our support operations and reduce resolution times

Requirements

What you’ll need

Bring 5+ years of experience providing technical support for an enterprise B2B SaaS organization
Demonstrate deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog
Possess strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments
Enjoy working on-screen with customers to overcome product issues and Connect with them empathetically
Communicate complex technical concepts clearly through excellent writing and communication skills
Challenge the status quo by bringing experience with GenAI and LLMs (a huge bonus) and Own the resolution of every technical issue from start to finish

Benefits

Comp & perks

Generous PTO, plus company holidays
Medical, dental, and vision coverage for you and your family
Paid parental leave for all parents (16 weeks)
Fertility and family planning support
Early-detection cancer testing __through Galleri__
Flexible spending account and dependent FSA options
Health savings account for eligible plans with company contribution
Annual work-life stipends for:
Wellness stipend for gym, massage/chiropractor, personal training, etc.
Learning and development stipend
Company-wide off-sites and team off-sites
Competitive compensation, company stock options and 401k

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

PythonRESTful APIdebuggingintegrationno-code agentsautomated diagnostic toolscloud technologyGenAILLMs

Soft Skills

technical supportempathetic communicationproblem-solvingclear communicationcustomer engagementcollaboration