Technical Support Engineer
S
Siena AICustomer Experience, AI
Philippines, 9:00 AM EST - 6:00 PM ESTFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1+ year
- Required Skills
- PythonSQLJavascriptRESTful APIsJSONDebuggingSaaSPrompt EngineeringLLM
Requirements
- 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)
- Experience explaining technical concepts to non-technical stakeholders
- Ability to work independently in a remote environment
- Work NA time zones - 9:00 AM EST - 6:00 PM EST
Responsibilities
- Debug complex API failures, LLM hallucinations, and integration bugs using production tools
- Analyze system traces in Honeycomb and other observability platforms
- Write and deploy JavaScript code snippets for customer website integrations
- Perform root cause analysis on system-level issues and data inconsistencies
- Troubleshoot and optimize prompt engineering configurations
- Diagnose LLM response issues and implement solutions
- Fix customer integration issues through code modifications
- Conduct technical deep-dives with customer engineering teams
- Own technical investigations from initial report to final resolution
- Create detailed technical documentation and runbooks
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