Technical Support Engineer
Technical Support Engineers at AI companies own the diagnosis and resolution of customer-reported technical issues—working tickets across API and SDK integration, authentication and access, deployment and configuration, and product behavior. The day-to-day is classical technical support engineering: reproducing issues, analyzing logs and telemetry, performing root-cause analysis across multi-component systems, communicating clearly with customers across technical levels, and partnering with engineering on durable fixes for systemic issues. The specific surfaces vary by product—API support at platform companies, deployment and integration support at infrastructure companies, product support at application companies—and AI-specific failure modes (model behavior, inference performance, agent debugging) appear in some of these jobs, but the foundational role is recognizable across any developer- or enterprise-software company. These engineers typically sit within customer support, customer experience, or developer experience teams, partnering with engineering on escalations and product feedback.
Skills
What companies are looking for in this role.
Diagnosing and troubleshooting complex technical issues across multi-component systems and integrations
Investigating root causes using logs, data queries, and system analysis tools
Managing customer support tickets and escalations through ticketing systems
Communicating technical concepts clearly to non-technical and technical audiences
Acting as a bridge between customers and internal engineering teams to drive issue resolution
Developing deep product expertise across complex software platforms and ecosystems
Reproducing customer issues and creating detailed bug reports for engineering teams
Triaging and prioritizing support issues based on business impact and severity
Building and maintaining internal knowledge bases and documentation for self-service support
Taking end-to-end ownership of customer issues with accountability mindset
Identifying patterns in recurring issues to drive product and process improvements
Building scalable support processes and workflows for growing customer bases
Evaluating and providing feedback on AI-powered support tools and automation
Demonstrating customer obsession and advocating for customer needs internally
Collaborating with product and engineering teams on feature prioritization and roadmap
Working cross-functionally across sales, product, engineering, and operations teams
Building and maintaining strong relationships with enterprise customers
Managing high-priority escalations and time-sensitive customer issues
Providing empathetic, white-glove support to demanding enterprise customers
Leading and mentoring technical support team members on problem-solving
Technology
The tools and technologies that define this role.
Open Jobs
154 open Technical Support Engineer jobs across 51 companies.
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