Customer Support Engineer
New
R
RunwareAI Platform
Brazil. Mexico. South Africa. CanadaFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- RESTful APIsDocumentationJSONTechnical supportDebuggingDistributed Systems
Requirements
- Experience in Technical Support, Support Engineering, Solutions Engineering, SRE, or similar technical customer-facing roles.
- Comfortable working with APIs, JSON responses, error codes, and technical debugging.
- Strong ability to reason about distributed systems, latency, retries, and failure modes.
- Calm, structured communicator in high-pressure or incident scenarios.
- Comfortable working directly with customers on technical issues without overpromising.
- Highly organized and able to manage multiple support threads and escalations in parallel.
- Strong written and verbal communication skills (Slack-first, async clarity).
- Strong sense of ownership and ability to drive issues to resolution.
- Demonstrated ability to go beyond ticket handling and improve systems, processes, or documentation.
Responsibilities
- Act as the primary technical escalation point for customer support issues related to API usage, model behavior, performance, and reliability.
- Troubleshoot complex technical problems across the full request lifecycle.
- Investigate logs, metrics, and error traces to identify root causes and reproduce issues where needed.
- Coordinate closely with engineering during incidents, bugs, or performance degradations.
- Communicate clearly and calmly with customers during incidents.
- Help customers understand platform behavior, limitations, and best practices.
- Contribute to support documentation, troubleshooting guides, and internal playbooks.
- Identify recurring issues, perform root-cause analysis, and proactively propose improvements to tooling and processes.
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