Support Engineer, PAYGO

Accountabilities:

Manage the PAYGO support queue, responding to incoming customer inquiries that require human assistance beyond the initial AI-powered support process.
Provide technical guidance on onboarding, API usage, search quality, billing, errors, and integrations.
Troubleshoot customer issues by reproducing API requests, reviewing code, identifying root causes, and providing practical, working solutions.
Prioritize incoming requests effectively, addressing production incidents and urgent customer concerns before less critical inquiries.
Escalate technical bugs to Engineering, product-related gaps to Product, and unresolved issues to the appropriate Support leadership, ensuring each escalation includes clear context and relevant details.
Identify high-potential PAYGO accounts and flag promising opportunities that could develop into larger enterprise customers.
Continuously improve AI-powered first-line support by updating documentation, help center resources, and agent workflows to reduce repetitive inquiries.
Analyze recurring customer issues and support trends, translating insights into actionable feedback for Product and Engineering teams.
Requirements:
Programming experience and the ability to understand unfamiliar code, interact with APIs, and troubleshoot failed requests.
Strong written communication skills, with the ability to deliver concise, clear, and actionable responses to technical questions.
Ability to learn quickly, adapt to changing priorities, and maintain high-quality support in a high-volume environment.
Sound judgment when determining which issues to resolve independently and which require escalation.
Comfort working in an AI-first environment, with experience or willingness to use AI tools and agents as part of daily workflows.
Early-career candidates are welcome, provided they demonstrate strong technical aptitude, curiosity, and problem-solving skills.
The following experiences and interests would be an advantage:
Previous experience in technical support, developer relations, or another customer-facing technical role within a developer tools, API, or AI-focused company.
Experience building personal projects involving Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), or AI agents.
A natural curiosity and enthusiasm for investigating complex problems and finding effective solutions.
Interest in developing toward a Forward Deployed Engineer (FDE) or Solutions Architect career path.
A genuine passion for organizing the world's knowledge and making information accessible to machines.
Benefits:
Competitive compensation: Annual on-target earnings (OTE) ranging from $115,000 to $225,000.
Equity opportunities: Access to company equity as part of the compensation package.
Remote flexibility: Fully remote position available to candidates based in the United States.
International sponsorship: Visa sponsorship may be available for international candidates, including STEM OPT, OPT, H-1B, O-1, and E-3.
Comprehensive healthcare: Premium medical, dental, and vision insurance coverage.
Fertility benefits: Access to additional fertility-related support and benefits.
Wellness support: Monthly wellness stipend to support employees' overall well-being.
Professional development: Opportunities to deepen technical expertise and potentially grow into FDE or Solutions Architect roles.