Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Troubleshooting and resolving technical issues for SaaS and on-prem deployments with an accent on infrastructure stability and customer experience. Focus on diagnosing complex system configurations, API integrations, and creating scalable support documentation.

Location: Remote (Must be based in the US)

Company

An AI company building agentic systems and frontier models to accelerate software development and achieve AGI.

What you will do

• Act as the first point of contact for customers to troubleshoot and resolve technical problems across SaaS and air-gapped on-prem deployments.
• Bridge the gap between customers and engineering teams to identify and eliminate blocking issues.
• Develop comprehensive documentation, runbooks, and internal tools to scale support operations efficiently.
• Manage technical support delivery via ticketing systems and professional client calls.

Requirements

• Experience leading the troubleshooting of complex software and infrastructure issues, including API integrations and system configurations.
• Strong knowledge of AWS, Kubernetes, Linux, and Networking.
• Proficiency with monitoring and alerting tools such as Grafana, Prometheus, or Datadog.
• Experience with support ticketing systems like Zendesk, Freshdesk, or Jira.
• Excellent written and verbal communication skills for customer engagement and documentation.

Nice to have

• Previous experience with on-prem installations.

Culture & Benefits

• Fully remote work environment with flexible hours.
• Generous time off with 37 days of vacation and holidays per year.
• Health insurance allowance for employees and their dependents.
• Company-provided equipment and allowances for home office and continuous learning.
• Regular team get-togethers in Paris and annual off-sites.

Hiring process

• Introductory call with the Support Engineering lead.
• Technical interviews with a panel of engineers.
• Team fit discussion with the People Team.
• Final interview.