Support Engineer (AI)

TL;DR

Support Engineer (AI): Acting as the frontline connection between the platform and developers with an accent on technical troubleshooting and community engagement. Focus on resolving customer issues, managing developer channels like Discord, and surfacing product feedback to engineering teams.

Location: Must be based in or able to work from San Mateo, CA

Company

A Series C startup building a high-performance, scalable infrastructure platform for generative AI model inference.

What you will do

• Own and drive resolution for technical support requests and manage the developer community on Discord.
• Investigate customer-reported issues by analyzing logs and internal tooling.
• Triage product bugs and feature requests to engineering and product teams.
• Identify and surface potential sales or partnership opportunities from support interactions.
• Develop and maintain internal knowledge base documentation.
• Coordinate access to compliance-related documentation like HIPAA and GDPR.

Requirements

• 2+ years of experience in a customer-facing technical role.
• Basic proficiency in Python and scripting.
• Strong interest in the AI field and understanding of modern model architectures.
• Experience with technical troubleshooting and issue triaging.
• Excellent communication skills and customer empathy.
• Ability to thrive in a fast-paced startup environment.

Nice to have

• Bachelor’s degree in Computer Science or equivalent.
• Experience supporting AI/ML platforms.
• Prior experience in community management on platforms like Discord or GitHub.

Culture & Benefits

• Work on bleeding-edge AI infrastructure and high-latency inference challenges.
• High-impact role in a rapidly growing company with minimal bureaucracy.
• Collaborate with world-class engineers from Meta and Google backgrounds.
• Inclusive and diverse work environment.