Customer Support Engineer

📋 Description

• Serve as the main technical escalation point for customer support inquiries concerning API usage, model performance, behavior, and reliability.

• Diagnose intricate technical issues throughout the entire request lifecycle (client → API → model provider → response).

• Examine logs, metrics, and error traces to pinpoint root causes and replicate issues when necessary.

• Collaborate closely with engineering teams during incidents, bugs, or performance setbacks.

• Communicate effectively and calmly with customers during incidents, providing status updates and summaries of resolutions.

• Assist customers in comprehending platform behavior, limitations, and best practices.

• Contribute to the development of support documentation, troubleshooting manuals, and internal playbooks.

• Identify recurring issues, conduct root-cause analysis, and proactively suggest enhancements to tooling, processes, documentation, or, when appropriate, implement minor fixes to mitigate repeat problems.

• Keep abreast of supported models, provider updates, and platform capabilities to guide customers appropriately.

• Collaborate with Engineering, Product, Customer Success, and Partnerships to resolve issues and translate customer feedback into practical technical insights.

⛳️ Requirements

• Proven experience in Technical Support, Support Engineering, Solutions Engineering, SRE, or similar customer-facing technical roles.

• Proficient in working with APIs, JSON responses, error codes, and technical debugging.

• Strong reasoning skills regarding distributed systems, latency, retries, and failure modes.

• Composed and organized communicator, especially in high-pressure or incident situations.

• Able to engage directly with customers on technical matters without overcommitting.

• Highly organized, capable of managing multiple support threads and escalations simultaneously.

• Excellent written and verbal communication abilities (Slack-first, async clarity).

• Strong sense of ownership - takes charge of issues from start to finish and drives them to resolution rather than passing them off.

• Proven capability to go beyond ticket handling and enhance systems, processes, or documentation over time.

🏝️ Benefits

• Generous paid time off – vacation, sick days, public holidays

• Meaningful stock options – share in the upside you create

• Remote-first setup – work from home anywhere we can employ you

• Flexible hours – own your schedule outside core collaboration blocks

• Family leave – paid maternity, paternity, and caregiver time

• Company retreats – twice-yearly gatherings in inspiring locations