TechnicalSupportEngineer

## Accountabilities Monitor and respond to incoming technical support tickets, providing timely and accurate troubleshooting for API, product, and deployment-related issues. Diagnose and resolve customer issues across LLM applications, integrations, and cloud environments, escalating complex cases to engineering when needed. Support global customers through follow-the-sun coverage, ensuring continuity and responsiveness across time zones. Collaborate closely with engineering, product, documentation, and customer success teams to investigate bugs and deliver resolutions. Use and improve internal tools, runbooks, and diagnostics systems to enhance issue triage and support efficiency. Participate in incident post-mortems, documenting root causes and contributing to long-term reliability improvements. Track support performance metrics such as CSAT, resolution time, and recurring issues, contributing to continuous improvement efforts. Improve and maintain knowledge base articles and documentation to strengthen self-service capabilities for users. Provide feedback from customer interactions to influence product and engineering improvements. Contribute to a high-ownership support culture focused on fast resolution and high-quality user experience. Requirements 2+ years of experience in technical support, customer engineering, or similar roles in SaaS, developer tools, or cloud environments. Strong troubleshooting skills across APIs, backend systems, web applications, and distributed infrastructure. Hands-on experience with Python and backend tooling, with familiarity in API debugging and integration workflows. Understanding of LLM ecosystems, including concepts such as Retrieval-Augmented Generation (RAG), prompt engineering, and agent-based systems. Familiarity with tools and frameworks such as LangChain, LlamaIndex, vector databases, or similar AI tooling ecosystems. Experience working with logs, monitoring systems, and debugging production issues in real-world environme