Support Engineer (AI-First)

San Francisco, CA - USA

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Department:

Engineering

Job Summary

Summary

As a Support Engineer (AI-First) you will design build and run the systems that power Hedras AI-first customer support. Youll operate production-grade AI support workflows (routing escalation knowledge and evaluation) and youll jump in as the human escalation point for key accounts when issues are complex time-sensitive or high stakes. Youll partner closely with Engineering and Product to turn support signals into fixes reliability improvements and a better customer experience.

Must-Have Experience

Built or operated technical support for a developer-facing or complex product (B2B SaaS infra AI APIs) including escalation ownership
Strong debugging skills across APIs web apps (auth logs/telemetry repro steps) and ability to communicate crisp root-cause hypotheses
Comfortable reading and shipping code/scripts (Python and/or TypeScript) to automate workflows fix sharp edges or improve tooling
Experience building durable support operations: SLAs severity definitions incident comms postmortems and clear internal handoffs
Hands-on experience improving LLM-powered workflows (e.g. RAG tool calling prompt/tool iteration) with a focus on correctness and safety
Strong customer-facing communication and able to lead updates for key accounts during incidents and high-urgency escalations
Startup or 01 environment experience

Nice-To-Have Experience

Built evaluation/QA for AI systems (sampling automated checks regression tests escalation-quality metrics)
Experience with Intercom/Zendesk/Front knowledge base workflows (docs KB retrieval)
Background in observability/monitoring (Sentry/Datadog/OpenTelemetry) and incident response practices
Experience supporting generative media / video / creative tooling or similar high-variance AI outputs
Experience managing vendors/BPO or building a small support team over time

Benefits

Competitive compensation and equity
401k
Healthcare (Silver PPO Medical Vision Dental)
Lunch and snacks at the office

If youre excited about the role but dont match every requirement wed still love to hear from you. We value strong fundamentals high ownership and diverse perspectives.

Required Experience:

SummaryAs a Support Engineer (AI-First) you will design build and run the systems that power Hedras AI-first customer support. Youll operate production-grade AI support workflows (routing escalation knowledge and evaluation) and youll jump in as the human escalation point for key accounts when issue...

Must-Have Experience

Built or operated technical support for a developer-facing or complex product (B2B SaaS infra AI APIs) including escalation ownership
Strong debugging skills across APIs web apps (auth logs/telemetry repro steps) and ability to communicate crisp root-cause hypotheses
Comfortable reading and shipping code/scripts (Python and/or TypeScript) to automate workflows fix sharp edges or improve tooling
Experience building durable support operations: SLAs severity definitions incident comms postmortems and clear internal handoffs
Hands-on experience improving LLM-powered workflows (e.g. RAG tool calling prompt/tool iteration) with a focus on correctness and safety
Strong customer-facing communication and able to lead updates for key accounts during incidents and high-urgency escalations
Startup or 01 environment experience

Nice-To-Have Experience

Built evaluation/QA for AI systems (sampling automated checks regression tests escalation-quality metrics)
Experience with Intercom/Zendesk/Front knowledge base workflows (docs KB retrieval)
Background in observability/monitoring (Sentry/Datadog/OpenTelemetry) and incident response practices
Experience supporting generative media / video / creative tooling or similar high-variance AI outputs
Experience managing vendors/BPO or building a small support team over time

Benefits

Competitive compensation and equity
401k
Healthcare (Silver PPO Medical Vision Dental)
Lunch and snacks at the office

If youre excited about the role but dont match every requirement wed still love to hear from you. We value strong fundamentals high ownership and diverse perspectives.

Required Experience: