AI Support Engineer

Company Overview
An applied AI company focused on building end-to-end software agents is seeking an AI Support Engineer. The organization develops AI-powered software engineering tools designed to reason through real-world development tasks and support developers across complex technical environments.

About the Role
The AI Support Engineer will resolve complex technical issues for customers using AI-powered software development products in real-world development environments. This role extends beyond traditional technical support and involves investigating ambiguous, environment-specific problems across codebases, infrastructure, developer tooling, CI/CD systems, APIs, containers, and cloud platforms.

The role requires strong debugging instincts, broad systems knowledge, clear customer communication, and the ability to work with urgency across a high volume of technical issues. The successful candidate will reproduce bugs, analyze logs, trace failures, develop root-cause hypotheses, and work with engineering teams when deeper product investigation is required.

Responsibilities

• Investigate, reproduce, and diagnose complex customer issues across development environments, including cloud infrastructure, CI/CD systems, APIs, containers, version control, IDEs, and enterprise deployment setups
• Perform root-cause analysis by reviewing logs, tracing code paths, correlating system behavior, forming hypotheses, and isolating failures
• Resolve a high volume of incoming technical issues while maintaining strong investigation quality and clear customer communication
• Escalate product or infrastructure issues to engineering with complete technical context, including reproduction steps, logs, environment details, and root-cause hypotheses
• Educate customers on best practices, workarounds, deployment patterns, and product capabilities
• Build internal playbooks, tools, automations, and documentation to make future investigations faster and more systematic
• Identify recurring failure patterns and provide actionable feedback to product, engineering, and deployment teams
• Support release testing and quality efforts across different environments, programming languages, IDEs, and customer workflows

Qualifications

• 4+ years of experience in a technical role such as 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 such as AWS, GCP, or Azure, and networking fundamentals
• Demonstrated ability to reproduce, isolate, and debug technical issues from incomplete or ambiguous reports
• Experience analyzing logs, traces, errors, and system behavior across distributed or multi-component systems
• Strong ability to read and reason about code in languages such as Python, TypeScript, Java, Go, or similar
• Strong written communication skills, particularly when explaining technical findings to customers and engineering teams
• Ability to work with urgency in a fast-paced environment while managing a steady stream of technical issues
• Passion for AI, developer tools, and the future of software engineering

Nice to Have

• Experience building internal tools, scripts, or automations to accelerate debugging, support, or QA workflows
• Familiarity with LLMs, AI-assisted development tools, IDEs, or developer productivity platforms
• Experience in high-volume technical support or customer engineering environments
• Experience debugging issues spanning multiple layers of the technology stack, including application logic, infrastructure, authentication, third-party APIs, networking, or deployment configuration
• Prior experience working directly with engineering teams to escalate, diagnose, and resolve product issues

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