4+ years in technical support, support engineering, QA, or solutions engineering.
Proven ability to resolve production incidents across various technologies.
Hands-on SQL skills and experience with cloud log analysis tools.
Strong understanding of REST APIs, JSON, and webhooks.
Experience advising enterprise stakeholders during live video calls.
Familiarity with generative AI tools for log analysis and automation.
Knowledge of SSO, SAML 2.0, OAuth 2.0, and GitHub code inspection.
Responsibilities
Own technical issues for enterprise customers from start to finish.
Lead strategy discussions and incident de-escalations via video calls.
Analyze SQL queries and cloud logs to identify root causes.
Investigate and resolve incidents involving web applications and APIs.
Automate triage and log analysis using generative AI tools.
Develop and refine support playbooks and diagnostic runbooks.
Collaborate with Product and Engineering on customer workflow improvements.
Benefits
Remote work flexibility with a focus on the U.S. East Coast.
Opportunity to work with cutting-edge AI technologies.
Engagement with senior stakeholders in high-stakes situations.
Chance to influence product improvements based on customer feedback.
Full Job Description
About the Role
Join a team at an AI company as a hands-on technical advisor for enterprise customers. You will own complex customer issues from investigation through resolution, contribute to production incident response, and help improve the support function. What You'll Do
Own enterprise customer technical issues from initial contact through resolution.
Lead video calls with senior customer stakeholders, including strategy discussions and incident de-escalations.
Analyze SQL queries, cloud logs, JSON payloads, and source code to identify root causes.
Investigate, reproduce, and resolve incidents involving web applications, REST APIs, webhooks, microservices, and databases.
Use generative AI and agentic coding tools to automate triage, analyze logs, and develop self-service knowledge resources.
Build and refine support playbooks, service-level agreements, escalation paths, and diagnostic runbooks.
Identify customer workflow challenges and partner with Product and Engineering on requirements and product improvements.
What We're Looking For
At least 4 years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands-on technical role.
Experience independently investigating and resolving production incidents across applications, APIs, webhooks, microservices, and databases.
Hands-on SQL skills and practical experience with cloud log analysis tools such as CloudWatch, Datadog, Splunk, Grafana, or Loki.
Strong understanding of REST APIs, JSON, webhooks, HTTP status codes, and browser developer tools.
Experience advising enterprise stakeholders on live video calls and handling high-stakes customer situations.
Active use of generative AI and agentic coding tools for log analysis, code navigation, or workflow automation.
Familiarity with SSO, SAML 2.0, OAuth 2.0, or Okta; experience inspecting code in GitHub is also useful.
Location
Remote, with a requirement to be located on the U.S. East Coast. Primary location: New York, New York, United States.
