TechnicalSupportEngineer

MEET SIENA Siena is the first intelligence layer for customer experience. We're creating an operating system of AI agents that learn, remember, and act across every customer touchpoint—from support conversations to shopping experiences to voice and social media interactions. Siena doesn't just automate support; it powers shopping agents, builds persistent customer memory, generates actionable business insights, and creates empathetic interactions that feel human. We're transforming how businesses understand and connect with their customers, turning every interaction into intelligence that makes the next one better. THE TEAM We're a small, distributed team that punches way above our weight. Every person here has outsized impact because we've built leverage into everything we do. This philosophy makes us faster and, frankly, more fun to work with. If you're excited about building something that doesn't exist yet, keep reading. We're building agents that don't just respond to customers—they remember them, learn from every interaction, and connect experiences across channels. ABOUT THE ROLE You own the space between our customers and Engineering. As Technical Support Engineer, you take Tier 2+ escalations end-to-end: diagnose, resolve, close. You pull in engineers only when there’s a genuine product bug or infrastructure issue underneath — not as a default path. You’ll work directly with the e-commerce brands running Siena’s AI agents across complex integration environments. You’ll sit within the Engineering org, report to our Support Manager, and collaborate with Engineering on the issues that actually require them. What separates this from a senior IC support hire is what happens after the ticket closes. Every Tier 2+ resolution carries two follow-up questions you own: 1) Does this pattern belong back in Tier 1? 2) How do you build the system so the next instance never escalates, or reaches you faster? Runbooks, auto-routing, observability access for the Support team