Technical Support Engineer - AI Platform & API

Jobgether

Saudi Arabia

On-site

SAR 160,000 - 240,000

Full time

2 days ago

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Benefits offered by this job

Competitive salary

Equity package

Career growth opportunities

Team events

Job summary

Jobgether, listing on behalf of a partner company, seeks a Technical Support Engineer based in Saudi Arabia to assist developers and enterprise customers with API, authentication, and integration challenges on a generative AI platform.

You will troubleshoot complex issues, document findings, and collaborate with engineering and commercial teams to improve reliability and customer experience. This role involves cross-functional work and technical writing in a fast-moving AI environment.

Qualifications

Proven experience in technical support or related engineering role.
Strong troubleshooting and analytical skills across web and cloud environments.
Hands-on experience with REST APIs and API integration issues.
Solid understanding of OAuth2, JWT, and API keys authentication.
Experience with monitoring, logging, and observability tools.
Familiarity with AI platforms, machine learning systems, or data-intensive applications.
Strong technical writing and customer-facing communication skills.
Excellent English language proficiency, both written and spoken.
Ability to prioritize under pressure and manage multiple cases.

Responsibilities

Provide advanced technical support to customers and internal teams across APIs, platform functionality, UI issues, integration challenges, and troubleshooting errors.
Support users across multiple channels, including email, chat, and Slack, while maintaining a high standard of responsiveness and customer experience.
Troubleshoot API and integration issues, including OAuth and API-key authentication, HTTP errors, malformed requests, rate limits, JWT authentication, and configuration problems.
Investigate technical issues systematically by analyzing API logs, error messages, request/response payloads, monitoring data, and other observability signals to determine root causes.
Manage support cases within defined SLAs, prioritizing urgent issues, maintaining detailed case records, and escalating complex or high-impact problems appropriately.
Reproduce and document bugs and edge cases, working closely with engineering teams to communicate technical findings and support effective resolution.
Act as a customer advocate internally, providing structured feedback on recurring issues, platform reliability, performance bottlenecks, and opportunities for product improvement.
Assist with feature and infrastructure validation, testing new functionality, releases, and platform changes before they reach production.
Create and maintain technical documentation, including troubleshooting guides, FAQs, use cases, how-to content, common-error solutions, and documented resolutions.
Improve developer self-service, helping make technical documentation and integration guidance clear enough for customers to resolve common issues independently.
Identify opportunities to improve support processes, proactively addressing recurring problems and contributing to more efficient, scalable support operations.
Collaborate cross-functionally with engineering, sales, and other teams to ensure customer issues are resolved effectively and product feedback reaches the right stakeholders.