Strong technical and debugging skills with APIs and databases
Resourceful problem solver
Interest in AI agents and automation
Comfortable in a fast-paced startup environment
Willing to work in-person 5 days a week in NYC
Responsibilities
Own and resolve technical customer issues via Intercom and Slack
Debug problems across products, APIs, integrations, and data
Transform customer issues into agent knowledge and workflows
Continuously enhance AI agents' diagnostic and problem-solving abilities
Identify and eliminate patterns in support requests
Benefits
Opportunity to work closely with AI and automation technologies
Collaborative startup environment
Paid work trial to assess fit
Direct interaction with leadership during the hiring process
Equity options available
Full Job Description
The Role
Sideshift is looking for a Support Engineer to help our customers get answers and resolve issues as close to real time as possible.
Customer support happens primarily through Intercom and Slack. Your job is to solve customer problems quickly - and then make sure our AI agents can solve that problem the next time it happens.
What You'll Do
Own and resolve technical customer issues across Intercom and Slack.
Debug problems across our product, APIs, integrations, and data.
Turn customer problems into agent knowledge, tools, and workflows so our AI agents can resolve them independently.
Continuously improve our agents' ability to diagnose and solve customer issues.
Identify patterns in support requests and eliminate the underlying problems.
What We're Looking For
1-5 years in technical support, support engineering, solutions engineering, software engineering, or a similar role.
Strong technical and debugging skills; comfortable with APIs, databases, and basic SQL/code.
Highly resourceful and willing to dig into problems yourself.
Excited about AI agents and automation.
Comfortable in a fast-moving startup environment.
Willing to work 5 days/week from our NYC office.
The Process
Initial convo with Drew Levin, Co-founder & CTO;
Technical conversation with Liam Shalom, Software Engineer;
Work Trial -- we invite you to a paid 2-3 day working session with the team. We've found this is the best way for candidates and the SideShift team to feel confident in making a decision;
Offer stage! After agreeing on employment terms, we'll talk to 3 references and send over final documents for signature.
Location: New York City - In Person 5 days per week
Compensation: $120,000-$160,000 + equity, depending on level.
