AI Support Engineer

Skills

About the Role

You will investigate and resolve complex technical issues affecting customers in real-world development environments. You will reproduce bugs, analyze logs and failures, identify root causes, communicate findings clearly, and escalate issues with complete technical context. You will also create playbooks, tooling, automations, and documentation to improve future investigations and support release-quality efforts.

Requirements

• 4+ years of experience in software engineering, infrastructure engineering, solutions engineering, technical support engineering, developer tooling, or a similar technical role
• Working knowledge of Linux, Docker, Git, CI/CD pipelines, cloud platforms, and networking fundamentals
• Ability to reproduce, isolate, and debug issues from incomplete or ambiguous reports
• Experience analyzing logs, traces, errors, and distributed or multi-component systems
• Ability to read and reason about code in Python, TypeScript, Java, Go, or similar languages
• Strong written communication skills
• Ability to manage a steady stream of incoming issues with urgency

Responsibilities

• Investigate, reproduce, and diagnose complex customer issues across development environments
• Perform root-cause analysis using logs, code paths, system behavior, and hypotheses
• Resolve incoming technical issues while maintaining clear customer communication
• Escalate issues to engineering with reproduction steps, logs, environment details, and root-cause hypotheses
• Educate customers on best practices, workarounds, deployment patterns, and product capabilities
• Build internal playbooks, tooling, automations, and documentation
• Identify recurring failure modes and share feedback with product, engineering, and deployment teams
• Support release testing and quality efforts across customer environments and workflows