Senior Enterprise Support Engineer

ABOUT THE ROLE Join a team at an AI company as a hands-on technical advisor for enterprise customers. You will own complex customer issues from investigation through resolution, contribute to production incident response, and help improve the support function. WHAT YOU'LL DO - Own enterprise customer technical issues from initial contact through resolution. - Lead video calls with senior customer stakeholders, including strategy discussions and incident de-escalations. - Analyze SQL queries, cloud logs, JSON payloads, and source code to identify root causes. - Investigate, reproduce, and resolve incidents involving web applications, REST APIs, webhooks, microservices, and databases. - Use generative AI and agentic coding tools to automate triage, analyze logs, and develop self-service knowledge resources. - Build and refine support playbooks, service-level agreements, escalation paths, and diagnostic runbooks. - Identify customer workflow challenges and partner with Product and Engineering on requirements and product improvements. WHAT WE'RE LOOKING FOR - At least 4 years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands-on techn... Click Apply to read the full job description.