Application Support Engineer (AI)

TL;DR

Application Support Engineer (AI): Resolving complex technical issues related to API integrations, databases, and containerized applications for an AI-driven contact center platform with an accent on technical troubleshooting and customer advocacy. Focus on diagnosing microservice performance, reproducing customer environments, and bridging the gap between users and product engineering.

Location: Remote (United States)

Company

An AI platform born from the Stanford AI lab that helps contact centers unlock customer insights and automate inefficient processes.

What you will do

• Investigate and resolve intricate technical issues involving APIs, databases, servers, and microservice performance.
• Act as the primary technical point of contact for customer inquiries via email and support portals.
• Partner with Engineering, Product, and Sales teams to escalate bugs and critical incidents.
• Create and maintain comprehensive documentation, FAQs, and knowledge base articles.
• Replicate customer environments to identify root causes and verify solutions.
• Participate in a rotational on-call schedule for urgent issues outside regular business hours.

Requirements

• 2-4 years of experience in technical support, helpdesk, or customer-facing engineering.
• Proficiency in web hosting technologies, API troubleshooting, and application log analysis.
• Experience with support ticketing systems such as Zendesk, Linear, or JIRA.
• Must be based in the United States.
• Excellent written and verbal communication skills for both technical and non-technical audiences.

Nice to have

• Experience with CCaaS platforms (Avaya, Five9, Genesys) and telephony infrastructure.
• Knowledge of cloud-based hyperscalers (AWS S3/RDS/EKS) and Kubernetes.
• Basic scripting skills in Python, PowerShell, or Bash for automation.
• Experience with monitoring tools like Datadog, Grafana, or Groundcover.
• Understanding of VOIP protocols (SIP, RTP) and network architecture.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• Flexible PTO and paid parental leave.
• Retirement savings plan and a dedicated remote work setup budget.
• Monthly wellness and communication stipends.
• In-office meal program and commuter benefits for onsite employees.