Technical Support Engineer

About the Opportunity

This organization is an AI company focused on recruiting, building AI agents that help companies hire with greater speed and precision. The Technical Support Engineer will establish the first dedicated technical support function, providing expert troubleshooting and technical guidance on complex issues as the company scales. This role involves becoming an expert on system operations, analyzing logs, identifying patterns, and developing scalable solutions. Collaboration with Customer Success, Sales, and Engineering teams is key, alongside ownership of internal tools and troubleshooting processes.

Responsibilities

• Take end-to-end ownership of escalated technical issues, ensuring timely investigation and resolution.
• Use internal logs and tools to diagnose issues, identify root causes, and distinguish between configuration, customer-environment, and product problems.
• Design and maintain lightweight internal tools and workflows to speed up recurring investigations and enable self-service for the Customer Success team.
• Create and improve internal documentation for humans and AI tools to surface accurate solutions.
• Partner with Account Managers on key enterprise accounts, providing technical troubleshooting support during customer calls.
• Collaborate with Engineering to deliver clear, well-scoped, context-rich bug reports to accelerate prioritization and fixes.

Requirements

• 1 to 3 years in a customer-facing technical support, solutions, or similar role at a B2B software company.
• Comfortable analyzing logs, systems, and documentation to determine root causes.
• Experience translating ambiguous customer issues into clear, structured problem statements and actionable next steps.
• Proven ability to collaborate with Customer Success, Sales, and Engineering, providing precise and context-rich escalations.
• SQL experience and basic coding skills; familiarity with low-code or internal tooling or strong interest in building simple tools and automations.
• Clear and concise written and verbal communication, especially explaining complex issues to non-technical stakeholders.
• High ownership mindset, proactive in improving underlying systems rather than just closing tickets.
• Ability to work PST hours; remote work is acceptable without being based in the San Francisco office.

Benefits & Perks

• Collaborative environment with highly skilled coworkers.
• Rapid learning opportunities in AI-driven work transformation.
• Comprehensive benefits package.

Key skills/competency

• Technical Support
• Troubleshooting
• Root Cause Analysis
• SQL
• Log Analysis
• Customer Service
• B2B SaaS
• Internal Tooling
• Collaboration
• Documentation