3+ years in technical support, product support, or solutions engineering
Strong troubleshooting skills for ambiguous technical issues
Experience using support tools like Zendesk
Ability to manage customer communication effectively
Interest in AI products and fast-paced environments
Strong ownership and willingness to learn quickly
Responsibilities
Resolve customer issues across product and technical support
Troubleshoot using logs and debugging workflows
Investigate issues related to AI agents and integrations
Partner with Engineering and Product on bug escalations
Communicate issues and resolutions to customers and teams
Define and improve support processes and quality standards
Support SMB and enterprise customers effectively
Benefits
Hybrid work model with in-office flexibility
Opportunity to work with cutting-edge AI technology
Collaborative culture with cross-functional teams
Potential for career growth in a startup environment
Full Job Description
The Role
We're hiring an AI Solution Engineer to help our customers successfully adopt and operate Broccoli in their day-to-day business.
This is a highly technical, customer-facing role for someone who enjoys troubleshooting complex issues, working directly with users, and partnering cross-functionally to improve product quality and customer outcomes. You'll be on the front lines helping contractors and internal teams resolve issues, surface patterns, and make our AI systems more reliable over time.
You'll work closely with Engineering and Customer Success to solve problems quickly, improve internal processes, and help shape how support operates as we scale. What You'll Do
Resolve customer issues across product, workflow, and technical support queues
Troubleshoot deeply using logs, internal tools, SQL, and other debugging workflows
Investigate issues related to AI agents, call flows, messaging, booking workflows, and platform integrations
Partner with Engineering and Product to escalate bugs, document patterns, and close feedback loops
Communicate clearly with customers and internal teams about issues, expectations, and resolutions
Help define and improve support processes, documentation, and quality standards as the team grows
Support a wide range of customers, from SMB operators to larger enterprise accounts
Contribute to a strong customer experience while balancing speed, quality, and technical rigor
What You'll Bring
3+ years of experience in technical support, product support, solutions engineering, or a similar customer-facing technical role
Strong troubleshooting instincts and the ability to work through ambiguous technical issues
Experience reading logs, investigating system behavior, and using ticketing/support tools like Zendesk or similar
Comfort working directly with customers and managing communication throughout issue resolution
Interest in AI products and enthusiasm for working in a fast-moving environment where AI is central to the product and day-to-day work
Strong judgment, ownership, and willingness to learn quickly
Education is not a major factor; we care more about relevant experience and capability
Nice to Have
Experience supporting SaaS products in a ticket-based environment
Experience with SQL, JavaScript, APIs, or light scripting
Experience in AI, communications, VoIP, or workflow automation products
Experience supporting mid-market or enterprise customers
Experience working closely with Product and Engineering on escalations and bug reporting
Role Details
Location: Lehi, Utah
In-office: Hybrid
Team fit: We're looking for someone excited about AI, comfortable in a startup environment, and eager to help build the future of support at Broccoli
