Sr. Support Engineer

Your role
As an AI Optimization Support Engineer, you are the technical bridge between cutting-edge AI deployments and long-term operational excellence. You aren't just building the engine; you are the expert responsible for fine-tuning it to peak performance once it's in the wild. You will take full ownership of escalated AI issues, acting as a "Technical Detective" for our most strategic customers when their Agentic AI workflows face complex challenges. Reporting to the Advanced Services leadership, you will navigate our internal Engineering and Product organizations to drive bugs to resolution and ensure our AI agents remain reliable, accurate, and high-impact.

What you'll do

• Tier 3 AI Escalation Management: Act as the ultimate escalation point for complex AI issues, including hallucinations, retrieval failures, or integration breakdowns within the Agentic AI platform.
• Engineering & Product Liaison: Partner directly with Core Engineering to identify, reproduce, and resolve platform bugs or systemic limitations discovered in production.
• Performance Optimization: Analyze system logs, retrieval pipelines, and decision logic to improve the accuracy and efficiency of live AI Voice and Digital Agents.
• Strategic Troubleshooting: Host live sessions with partners and customers to debug custom API integrations (MCP framework), CRM connectors, and multi-agent architectures.
• Trend Analysis & Feedback: Identify trends in AI escalations to provide data-driven feedback that influences the product roadmap and improves the onboarding experience for future deployments.
• Product Alignment and Influence: Capture common customer pain points, successful integration patterns, and platform limitations discovered in the field. Synthesize and deliver this critical, high-value signal directly back to our core Product and Engineering teams to influence the product roadmap and accelerate feature development.

Skills you'll bring

• Experience: 4 years in a high-impact, customer-facing senior technical support (Tier 3), escalation engineering, or forward-deployed role supporting complex SaaS or AI products.
• AI/ML Fluency: Deep understanding of the modern AI stack, including LLMs, prompt engineering, vector databases, and how they behave in a production environment.
• Problem Solver: You thrive on "tougher" bug-type issues and have a "team-first" attitude when navigating high-pressure crisis management situations.
• Communicator: You can simplify complex technical failures into clear, actionable updates for both internal developers and non-technical customer stakeholders.
• Tools: Proficient in Python or JS for script analysis, along with experience using ticketing and diagnostic tools like Zendesk, Jira, and packet captures.
• You thrive in ambiguity, take full ownership of outcomes, and are driven by delivering tangible, measurable results for the customer, often working under tight timelines.
• Contributor to a dynamic team culture, focused on high-growth industry innovation, team collaboration, customer success, and having fun