Support Engineer (AI)

TL;DR

Support Engineer (AI): Designing, building, and operating the systems that power AI-first customer support with an accent on production-grade workflows, routing, and escalation management. Focus on partnering with Engineering to turn support signals into reliability improvements, debugging complex API/web issues, and automating support operations using Python or TypeScript.

Location: San Francisco (Onsite)

Salary: $100,000 – $115,000

Company

An AI company backed by top investors that bridges market intelligence and content generation through advanced models for unified media understanding.

What you will do

• Design and manage AI-first support workflows, including routing, escalation, and knowledge retrieval.
• Serve as the primary human escalation point for complex, high-stakes issues from key accounts.
• Partner with Product and Engineering to translate support data into actionable reliability improvements.
• Write and maintain code/scripts in Python or TypeScript to automate internal support tooling.
• Lead incident communication and postmortem processes for major technical issues.

Requirements

• Experience operating technical support for complex, developer-facing products like B2B SaaS, APIs, or AI infra.
• Strong debugging proficiency across web apps and APIs, including log analysis and telemetry.
• Hands-on coding skills in Python or TypeScript for automation and tooling.
• Experience improving LLM-powered workflows such as RAG, tool calling, and prompt iteration.
• Proven ability to manage SLAs, severity definitions, and incident response comms.
• Experience working in a startup or 0-to-1 environment.

Nice to have

• Background in building AI evaluation/QA systems or regression tests.
• Knowledge of observability tools like Sentry, Datadog, or OpenTelemetry.
• Experience supporting creative tools or generative media platforms.
• History of managing BPO vendors or growing support operations teams.

Culture & Benefits

• Competitive salary and equity packages.
• Comprehensive health benefits including Silver PPO Medical, Vision, and Dental.
• 401k retirement plan.
• Office-based perks including provided lunch and snacks.