Senior Technical Support Engineer
Core
Senior Technical Support Engineer acting as a technical extension of the Engineering team to investigate complex API/infrastructure issues, improve developer experience, and build AI-native support operations.
Role type
Senior IC Technical Support Engineer (AI-native)
Builds
Modern, AI-native support function, automation, internal tooling, and operational workflows
Domain
B2B SaaS, Cloud Infrastructure, Developer Tools, AI/ML Platforms
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Deep technical investigation, REST API troubleshooting, distributed systems debugging, observability platform usage, code reading (Python/Go/Node.js/Java), AI-assisted workflow design, automation scripting, process improvement
Preferred skills
Domain expertise in AI/ML platforms or developer tools, experience building/scaling support functions, AI agent/LLM workflow implementation
Technologies
Datadog, Grafana, OpenTelemetry, Zendesk, Intercom, Jira, Linear, GitHub Issues, Postman, Notion, Confluence
Responsibilities
Investigate complex platform/infrastructure/API issues using logs/metrics/traces; Reproduce production issues and collaborate with Engineering to identify root causes; Design and improve internal tooling, automations, and operational workflows; Drive adoption of AI-assisted workflows for investigation and documentation; Create and improve troubleshooting guides, playbooks, and developer documentation
Seniority
Senior, hands-on IC
