Support Engineer (AI)

TL;DR

Support Engineer (AI): Providing high-touch technical support for strategic enterprise customers building on Claude with an accent on diagnosing complex API integrations and authentication flows. Focus on owning the technical relationship with key accounts, bridging the gap between customers and internal engineering teams, and building the foundations of the support function.

Location: Hybrid: Must be based in or near San Francisco, New York City, or Seattle (at least 25% office presence required)

Salary: $210,000 - $250,000 USD

Company

AI safety and research company focused on creating reliable, interpretable, and steerable AI systems.

What you will do

• Serve as the primary technical support contact for strategic enterprise accounts, embedding in customer channels.
• Investigate and resolve complex technical issues end-to-end, partnering with internal Engineering and Product teams.
• Develop deep context on customer architectures, integrations, and use cases to provide nuanced support.
• Collaborate with Customer Success Managers and Account Executives as part of a coordinated account team.
• Route technical feedback and product friction to Product teams with supporting impact data.
• Build support foundations, including runbooks, escalation paths, and performance metrics.

Requirements

• 5+ years in technical product support, specifically for enterprise customers in escalated or priority roles.
• Deep fluency with APIs, technical SaaS products, and the ability to analyze error logs and request traces.
• Hands-on experience troubleshooting SSO, SAML, OAuth, and enterprise authentication flows.
• Strong written communication skills and user empathy.
• Bachelor's degree or equivalent professional experience.
• Must be able to work from an office (SF, NYC, or Seattle) at least 25% of the time.

Nice to have

• SQL proficiency for querying logs and usage data.
• Command line proficiency and basic scripting in Bash, Python, or JavaScript.
• Understanding of LLM capabilities and prompt engineering patterns.
• Familiarity with AWS, GCP, and enterprise networking concepts.

Culture & Benefits

• Competitive compensation and optional equity donation matching.
• Generous vacation and parental leave.
• Flexible working hours and collaborative office spaces.
• Collaborative "big science" research environment.
• Visa sponsorship available for qualified candidates.