Technical Support Engineer (Remote) – AI‑augmented

About the role

We are looking for a Technical Support Engineer who thrives on solving the toughest, ambiguous tickets. Working remotely, you will combine deep technical troubleshooting with AI tools to resolve complex customer issues that cannot be handled by standard L1 processes.

Key responsibilities

• Investigate and resolve escalated tickets by reproducing errors, analyzing logs, and examining API behavior.
• Leverage AI assistance while validating its output against documentation and real‑world evidence.
• Maintain ownership of issues from diagnosis through resolution or clean escalation.
• Communicate clearly with customers to defuse tension and provide concise, accurate updates.
• Learn multiple products quickly and apply technical judgment across diverse technologies.

Required profile

• 2+ years of hands‑on technical support or engineering experience.
• Comfortable working independently, removing blockers without heavy manager reliance.
• Strong analytical mindset and ability to make sound judgments amid uncertainty.
• Willingness to learn several products within the first month.

Required skills

• REST APIs
• JSON
• HTTP status codes (e.g., 401, 404, 429)
• Command‑line proficiency
• Log analysis
• AI tool utilization for troubleshooting

What we offer

• Competitive salary of $60,000 USD per year.
• Fully remote work environment.
• Opportunity to tackle high‑impact, technically challenging problems.