Technical Support Engineer - AI-Focused SaaS

1+ year of software engineering experience with production systems in a SaaS environment Strong programming background in JavaScript, Python, or similar languages API debugging expertise: REST APIs, JSON, HTTP protocols, authentication Production systems experience: logs analysis, monitoring tools, system debugging Database knowledge: SQL queries, data analysis, performance troubleshooting Experience with LLMs, prompt engineering, or AI model integration (Preferred) Understanding of machine learning concepts and model behavior (Preferred) Experience with AI APIs (OpenAI, Anthropic, etc.) (Preferred) Excellent English communication (written and verbal) Ability to explain technical concepts to non-technical stakeholders Problem-solving mindset with customer empathy Comfortable working independently in a remote environment Availability to work North American time zones (9:00 AM – 6:00 PM EST)

Debug complex API failures, LLM hallucinations, and integration bugs Analyze system traces using observability platforms Write and deploy JavaScript code snippets for customer integrations Perform root cause analysis on system-level issues Troubleshoot and optimize prompt engineering configurations Diagnose LLM response issues and implement solutions Work with AI model behaviors and performance optimization Debug autonomous agent workflows Fix customer integration issues through code modifications Deploy and maintain JavaScript implementations for features Work with REST APIs, webhooks, and third-party integrations Create technical documentation and implementation guides Conduct technical deep-dives with customer engineering teams Lead complex technical implementations and migrations Provide architectural guidance for customer integrations Own technical investigations from report to resolution Build debugging workflows and troubleshooting guides Contribute to internal tools and automation