Support Engineer, PAYGO

New

Fully remote position available to candidates based in the United States.Full-Time

SalaryAnnual on-target earnings (OTE) ranging from $115,000 to $225,000.

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Job Details

Have programming experience and the ability to understand unfamiliar code.
Be able to interact with APIs and troubleshoot failed requests.
Write concise, clear, actionable responses to technical questions.
Learn quickly, adapt to changing priorities, and maintain high-quality support in a high-volume environment.
Use sound judgment to decide which issues to resolve independently and which to escalate.
Be comfortable working in an AI-first environment and using AI tools and agents, or be willing to learn them.
Previous experience in technical support, developer relations, or another customer-facing technical role in developer tools, APIs, or AI is advantageous.
Experience building personal projects involving LLMs, RAG, or AI agents is advantageous.

Manage the PAYGO support queue for inquiries requiring human assistance beyond the initial AI-powered support process.
Provide technical guidance on onboarding, API usage, search quality, billing, errors, and integrations.
Reproduce API requests, review code, identify root causes, and provide practical solutions to customer issues.
Prioritize production incidents and urgent customer concerns ahead of less critical inquiries.
Escalate technical bugs to Engineering, product gaps to Product, and unresolved issues to Support leadership with relevant context.
Identify high-potential PAYGO accounts and flag opportunities that could develop into enterprise customers.
Update documentation, help center resources, and agent workflows to improve AI-powered first-line support.
Analyze recurring customer issues and support trends, and share actionable feedback with Product and Engineering.

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