Support Engineer (DevTools & AI Reliability, remote)

Role overview Help software teams resolve technical problems with a monitoring platform that checks applications and APIs. The role combines hands-on customer support, investigation of complex reliability issues, and improvements to AI-assisted support, documentation, and the product itself. It is remote and suited to someone comfortable working independently with a distributed team.

Responsibilities - Troubleshoot browser tests, including flaky selectors, timeouts, and authentication problems. - Investigate API check failures using network captures, route tracing, and timing data; configure SSO and SAML when needed. - Provide engineering with clear, reproducible bug reports and contribute fixes where appropriate. - Improve AI support workflows by refining answers and deciding when cases should be escalated to a person. - Identify recurring customer issues and share actionable findings with product and engineering teams. - Keep support documentation current and useful to both customers and automated agents.

Requirements - Experience in a technical role, such as software development or technical support. - Ability to read and debug JavaScript, TypeScript, and Node.js code. - Working knowledge of HTTP, REST APIs, browser developer tools, Git, and CI/CD practices. - Strong customer empathy, clear written and spoken English, and motivation to learn. - Comfort using AI tools as part of everyday technical work. - Ability to manage remote work independently and overlap with US East Coast hours.

Benefits and work setup Remote, async-first work with relatively few meetings and a focus on shipping. The listing describes transparent, location-based pay, stock options, flexible paid vacation, paid sick leave, and up to 14 weeks of paid parental leave. US benefits include medical, dental, and vision coverage, FSA, disability and life insurance, and a 401(k); an annual company off-site is also mentioned.