About the job
Join our dynamic Customer Experience team as a Technical Support Engineer focused on AI-driven SaaS solutions. In this pivotal role, you will tackle complex engineering challenges that significantly enhance customer success. Act as the vital link between our customers and engineering teams, ensuring seamless interactions and robust solutions.
Why This Role Stands Out
- Hands-On Engineering: Engage in debugging production systems, coding, and deploying effective solutions.
- Impactful Customer Engagement: Utilize your technical skills to drive customer success and improve retention rates.
- Career Advancement: Be part of a rapidly growing AI company that offers substantial growth opportunities.
- Technical Expertise: Take ownership of comprehensive technical investigations, becoming a trusted expert for intricate issues.
Your Responsibilities
- Technical Problem Solving
- Debug complex API malfunctions, LLM hallucinations, and integration bugs using advanced production tools.
- Analyze system traces through platforms like Honeycomb.
- Craft and deploy JavaScript code snippets for customer website integrations.
- Conduct root cause analysis on systemic issues and data discrepancies.
- AI & LLM Proficiency
- Optimize prompt engineering configurations and troubleshoot LLM response issues.
- Enhance AI model performance and debug autonomous agent workflows.
- Integration & Development
- Resolve customer integration challenges through code adjustments.
- Implement and maintain JavaScript for Live Chat and Shopping Agent functionalities.
- Collaborate with REST APIs, webhooks, and third-party integrations.
- Generate technical documentation and implementation guides.
- Customer Engineering
- Lead technical deep-dives with customer engineering teams.
- Oversee complex technical implementations and migrations.
- Provide architectural guidance for customer integrations.
- Collaborate with Product Engineering as needed.
- Process & Documentation
- Manage technical investigations from initiation to resolution.
- Develop comprehensive technical documentation and troubleshooting guides.
- Contribute to internal tools and automation initiatives.

