Support Engineer, PAYGO

Role overview

Support developers and businesses using a pay-as-you-go search API, handling technical questions from first response through resolution or escalation. The work combines customer support, hands-on debugging, issue prioritization, and feedback that can improve both the product and its support materials.

Responsibilities

- Manage a high-volume support queue, answering questions that automated support cannot resolve. - Reproduce API issues, inspect customer code, and provide fixes customers can apply. - Prioritize production problems and dissatisfied customers, then organize remaining requests by urgency. - Send well-documented bugs and product gaps to engineering and product teams, and escalate unresolved cases to support leadership. - Identify accounts that may be ready for a larger commercial relationship and share relevant context with sales. - Improve documentation, help content, and automated support workflows to reduce repeat questions. - Identify recurring ticket themes and turn them into actionable product feedback.

Requirements

- Ability to read unfamiliar code, make API calls, and investigate failed requests. - Clear, concise writing that helps customers take the next step without repeated clarification. - Ability to learn quickly and maintain response quality in a busy queue. - Sound judgment about what to resolve independently and what to escalate. - Comfort using AI tools and agents as part of everyday work.

Nice to have

- Experience in technical support, developer relations, or another customer-facing technical role, especially with developer tools, APIs, or AI products. - Personal projects involving language models, retrieval-augmented generation, or agents. - Interest in progressing toward a forward-deployed engineering or solutions architecture role.

Benefits and work setup

- Remote position based in the United States; international candidates may be considered for visa sponsorship. - Healthcare coverage including medical, dental, and vision, plus fertility support and a monthly wellness stipend.