Platform Experience Engineer

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Address the most challenging production issues faced by customers from start to finish, including tracing, reproducing, fixing, or escalating problems.

• Collaborate directly with customers, participating in calls to swiftly resolve issues.

• Identify and rectify problems related to webhooks, APIs, integrations, customer-side JavaScript, agent behavior, prompts, configurations, knowledge bases, models, and data.

• Develop automation, runbooks, and tools to prevent recurring issues from arising.

• Analyze LLM workflows and modify prompts or configurations to ensure dependable performance in real-world scenarios.

• Complete the feedback loop to the Product team using structured, metrics-driven insights derived from customer challenges.

• Enhance the team's issue resolution capabilities through comprehensive documentation, tools, and guides.

• Escalate legitimate product bugs, infrastructure challenges, and outages with clear reproduction steps.

• Mitigate recurring failure trends and enhance the robustness of the product.

⛳️ Requirements

• Capability to resolve ambiguous customer challenges end-to-end utilizing logs and unclear symptoms.

• Proven experience in directly engaging with customers and addressing issues in real-time.

• Background in creating automation to avert recurring issues.

• Proficiency with AI agents and prompts, encompassing LLM workflows, knowledge bases, intent classification, and retrieval processes.

• Competence in reading and reasoning through code.

• Familiarity with Node.js, TypeScript, React, and Express, or the ability to quickly learn these technologies.

• Skill in tracing customer-side JavaScript within the browser.

• Ability to write diagnostic SQL queries against PostgreSQL.

• Capability to independently navigate backend services.

• Proficiency with Claude Code or a similar AI coding tool.

• Experience in taking ownership of unassigned issues and driving them to successful resolution.

• Nice to have: Familiarity with observability tools such as Grafana, Honeycomb, or Sentry.

• Nice to have: Experience with internal tools that transformed manual tasks into systematic processes.

• Exposure to Ecommerce or DTC is advantageous, though not mandatory.

• Willingness to engage in live coding interviews or practice for them, if necessary.

🏝️ Benefits

• Competitive salary along with equity or stock grants.

• Learning budget for professional development.

• Premium subscriptions for ChatGPT, Claude, Perplexity Pro, Cursor, and Lovable.

• Quarterly budget allocated for acquiring new AI tools.

• Opportunities for global team events.