Technical Support Engineer
Engineers in this role spend their days diagnosing and resolving complex technical issues for AI platform customers—from API integration failures and authentication problems to GPU cluster performance bottlenecks and model serving errors. They distinguish themselves by becoming deep product experts who understand not just how to fix problems, but why they occur across the full stack, then translate those insights into better documentation, runbooks, and product improvements. These engineers typically sit within customer success or customer experience teams at AI infrastructure and application companies, working closely with engineering and product teams to turn customer pain points into systematic fixes that prevent future issues.
Skills
What companies are looking for in this role.
Diagnosing and resolving complex technical issues across distributed systems, APIs, and cloud infrastructure
Troubleshooting production systems and debugging applications to identify root causes
Communicating technical concepts clearly to both technical and non-technical stakeholders
Escalating and resolving high-severity customer issues with urgency and sound judgment
Collaborating with engineering and product teams to drive bug resolution and process improvements
Acting as the primary point of contact and escalation for complex or urgent issues
Creating and maintaining technical documentation, knowledge bases, and troubleshooting guides
Supporting enterprise customers with complex technical needs and high-touch account management
Providing white-glove technical advisory and strategic guidance to premium customers
Reproducing and diagnosing bugs through detailed investigation and clear bug reporting
Managing support tickets and cases from intake through resolution with ownership mindset
Monitoring and improving support metrics such as response time, resolution time, and customer satisfaction
Debugging and diagnosing issues across containerized and cloud-native environments
Building and refining internal tooling, diagnostics, and runbooks for complex issue triage
Investigating performance issues and optimizing system behavior at scale
Leading post-mortems and incident reviews to drive continuous improvement from critical issues
Testing and validating complex software behavior and reproducing edge cases
Managing and optimizing support processes, workflows, and automation systems
Supporting modern AI-powered applications including LLM deployments and AI observability
Proactively identifying and communicating product gaps and improvement opportunities
Troubleshooting AI and machine learning model issues including embeddings, inference, and agent behaviors
Working with large language models and understanding their behavior, limitations, and integration patterns
Understanding and supporting enterprise search and knowledge graph architectures
Taking ownership of problems from identification through resolution and customer closure
Demonstrating resilience and maintaining high quality standards in fast-paced startup environments
Advocating for customer needs and influencing internal product and roadmap priorities
Building and maintaining customer confidence through clear, authoritative technical guidance
Adapting quickly to ambiguous situations and learning new products with intellectual curiosity
Mentoring and coaching junior support engineers and team members
Translating technical concepts and patterns into language accessible to generalist audiences
Conducting executive reviews with customers to assess technical health and unlock product value
Technology
The tools and technologies that define this role.
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132 open Technical Support Engineer jobs across 40 companies.
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