Product Support Engineer

📋 Description

• Serve as primary support contact from Slack, Pylon, WhatsApp, and more.
• Provide white-glove troubleshooting and issue resolution quickly.
• Collaborate cross-functionally with product, engineering, and customer teams.
• Reproduce issues, triage, and write clear bug reports.
• Troubleshoot API errors, model behavior, latency, and integrations.
• Document solutions in runbooks and contribute to docs.

🎯 Requirements

• 2–8 years in technical support or related roles.
• Strong troubleshooting with APIs, SDKs, logs, and integrations.
• Familiarity with AI tooling, APIs, or agentic systems.
• Comfortable reproducing issues, debugging, and collaborating with engineers.
• Builder mindset to identify and close process/tooling gaps.
• Excellent written and verbal communication; able to stay calm under pressure.

🎁 Benefits

• Health insurance: medical, dental, and vision for you and family.
• Parental leave: 9 weeks paternity and 12 weeks maternity leave.
• 401(k) plan with company matching.
• Commuter allowance to help you get to the office.
• Flexible PTO to recharge.
• Meals and snacks provided daily.