Support Engineer

Zuzeum Art Centre

Support Engineer resolving complex enterprise customer technical issues using AI-powered solutions. Collaborating with Product and Engineering teams to enhance customer experience and product performance.

Posted 6/21/2026full-timeRemote • New York • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Investigate and resolve technical issues reported by enterprise customers, owning the issue from triage to resolution.
Analyze logs, reproduce issues, and dig into system behavior to identify root causes before escalating to Engineering.
Use AI tools actively as part of your investigation workflow, to speed up analysis, understand unfamiliar parts of the product, and document findings.
Communicate clearly with customers and internal teams throughout the support process.
Document issues, solutions, and recurring patterns to build institutional knowledge across a growing set of customer solutions.
Contribute to internal knowledge bases and playbooks that help the team handle new solutions faster.
Share customer feedback and product insights with the Product team.

Requirements

What you’ll need

2+ years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands-on technical role.
Strong troubleshooting instincts and the ability to investigate complex technical issues independently.
Good understanding of web applications, APIs, integrations, logs, and basic system behavior.
Hands-on with AI tools (ChatGPT, Claude, Copilot, or similar) and comfortable using them as part of day-to-day technical work.
Excellent written and spoken English.
Customer-first mindset with strong ownership and follow-through.
Ability to work in a fast-paced environment with a wide variety of products and customer contexts.

Benefits

Comp & perks

Health insurance
Professional development opportunities
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportsupport engineeringQAsolutions engineeringtroubleshootingweb applicationsAPIsintegrationssystem behaviorlog analysis

Soft Skills

communicationcustomer-first mindsetownershipfollow-throughindependent investigationadaptabilityteam collaborationproblem-solvingattention to detaildocumentation