Enterprise Support Engineer (West Coast)

Role overview

Serve as the technical support lead for enterprise customers using APIs to build AI applications. You’ll investigate incidents from the customer code through platform and upstream services, coordinate with account and engineering colleagues, and communicate clearly during high-impact issues. The role requires coverage of West Coast business hours.

Responsibilities - Own technical investigations for enterprise inquiries and incidents, escalating verified defects to engineering when needed. - Analyze logs, stack traces, and API usage to locate the source of errors or latency. - Create minimal reproductions in Python, TypeScript, or another suitable language to confirm reported bugs. - Prioritize requests by both technical severity and business impact, and provide useful incident updates to technical and executive audiences. - Prepare account review data on latency, token usage, and error rates in partnership with account managers. - Turn investigation findings into documentation, troubleshooting guides, or automated remediation, and relay recurring customer needs to product and engineering.

Requirements - Three to five or more years in customer-facing support for B2B software or an API-based product. - Strong understanding of REST APIs, HTTP status codes, server-sent events, OAuth or bearer-token authentication, and tools such as Postman or curl. - Ability to read and debug code in at least one common language, such as Python, TypeScript/Node.js, Go, or Java. - Experience querying logging or monitoring systems to trace requests. - Basic SQL or similar query-language skills. - Calm, systematic investigation during outages, with interest in tracing root causes and using AI tools for debugging or workflow automation.

Nice to have - Understanding of language-model concepts and the model-provider landscape. - Experience supporting high-throughput, low-latency systems. - Familiarity with Zendesk or similar support tools and Slack.