AI-Driven Support Engineer — 24/7 SF

EXA AI; San Francisco (CA); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Premium healthcare benefits

Fertility benefits

Monthly wellness stipend

Job summary

EXA AI is hiring for an in-person Support Engineer in San Francisco to solve complex customer problems around our AI-first search API and SDKs. You will own escalations, reproduce issues, and collaborate with Engineering to ship fixes.

The role requires hands-on coding ability and comfort with AI tools in a fast-paced environment. You’ll work closely with customers to triage tickets, improve documentation, and ensure successful resolutions across time zones.

Qualifications

• Hands-on programming experience; read and debug unfamiliar code.
• Experience troubleshooting APIs/SDKs in production (search/RAG).
• Structured approach to ambiguous problems; form hypotheses and test.
• Ability to explain technical problems clearly to customers and engineers.
• Comfort working AI-first with AI tools and agents as part of daily workflow.
• Availability for shift work as part of a 24/7 follow-the-sun support model.
• Experience with distributed systems and data pipelines.

Responsibilities

• Build the support system: configure our Pylon instance and set up robust ticket tracking, SLA tracking and automations.
• Resolve tickets the AI can't by troubleshooting APIs, SDKs and client integrations.
• Reproduce bugs and open pull requests for Engineering review.
• Escalate to Engineering with full context when you can't solve it alone.
• Own every customer follow-up on your tickets, including escalated ones, until resolved.
• Improve docs, knowledge base, and workflows to resolve more tickets automatically.
• Ensure smooth handoffs at shift changes with context on open tickets.
• Coordinate with Account Executives and Forward Deployed Engineers to flag account risks.
• Identify patterns in tickets and translate into product feedback.

Skills

Programming experience

API/SDK troubleshooting

LLMs/RAG knowledge

Structured problem solving

Clear communication

AI-first workflow

24/7 shift availability

Job description

EXA AI is hiring for an in-person Support Engineer in San Francisco to solve complex customer problems around our AI-first search API and SDKs. You will own escalations, reproduce issues, and collaborate with Engineering to ship fixes.

The role requires hands-on coding ability and comfort with AI tools in a fast-paced environment. You’ll work closely with customers to triage tickets, improve documentation, and ensure successful resolutions across time zones.