AI Support Engineer

Skills

About the Role

You will investigate, reproduce, and resolve complex customer issues involving infrastructure, developer tooling, CI/CD systems, APIs, containers, and cloud platforms. You will analyze logs and code paths, escalate well-documented issues, educate customers, and improve support workflows through playbooks, tooling, automation, and documentation.

Requirements

• 4+ years of experience in software engineering, infrastructure engineering, solutions engineering, technical support engineering, or developer tooling
• Bachelor’s degree or higher in computer science, software engineering, or a related technical field, or equivalent practical experience
• 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 system behavior across distributed or multi-component systems
• Ability to read and reason about code in multiple languages such as Python, TypeScript, Java, or Go
• Strong written communication skills
• Ability to manage a steady stream of incoming issues with urgency
• Passion for AI and developer tools

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 communicating clearly with customers
• Escalate product or infrastructure issues 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