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

📋 Description

• Take ownership of the PAYGO support queue and address inquiries that the AI first line cannot handle.

• Troubleshoot customer issues by replicating API errors, reviewing customer code, and providing effective solutions.

• Manage and prioritize production issues and address dissatisfied customers.

• Elevate bugs to the Engineering team, product deficiencies to the Product team, and unresolved queries to the Support leader.

• Identify PAYGO accounts that could potentially transition into future enterprise clients and alert the Sales team.

• Enhance the AI first line by refining documentation, updating the help center, and optimizing agent workflows.

• Recognize ticket trends and translate them into actionable product feedback.

• Collaborate with AI support tools, documentation, the Product team, and Engineering.

⛳️ Requirements

• Experience in programming: capable of reading unfamiliar code, making API calls, and troubleshooting failed requests.

• Proficient in concise and clear writing.

• Ability to quickly learn and maintain high-quality standards under a heavy workload.

• Sound judgment regarding which inquiries to address and which to escalate.

• Comfortably operate in an AI-first environment with AI tools and agents.

• Background in support, developer relations, or a customer-facing technical position at a developer-tools, API, or AI organization (preferred).

• Engagement in side projects involving LLMs, RAG, or agents (preferred).

• Open to early-career candidates.

• Willingness or eligibility to work in the US; international applicants may require sponsorship.

🏝️ Benefits

• Comprehensive healthcare benefits (medical, dental, vision).

• Fertility assistance benefits.

• Monthly wellness stipend.

• Equity opportunities.