AI-First Support Engineer

Exa

San Francisco (CA)

On-site

USD 120,000 - 180,000

Full time

8 days ago

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Benefits offered by this job

Premium healthcare benefits

Fertility benefits

Monthly wellness stipend

Job summary

Exa in San Francisco is hiring Support Engineers to own complex technical issues across the API, SDKs, and customer integrations. You will work directly with engineers to reproduce bugs, write fixes and keep customers informed until resolution.

This is not a scripted role; you will be the technical owner from issue to fix. You will build and maintain the AI-first support systems, train the knowledge base, and collaborate with the account team to manage risks and drive customer success in a 24/7

Qualifications

Hands-on programming experience in production codebases.
Experience troubleshooting APIs, SDKs or distributed systems in production.

Responsibilities

Build the support system: configure Pylon, ticket tracking, SLA tracking and automations.
Resolve tickets the AI can't by troubleshooting API, SDKs and integrations.
Reproduce bugs and submit PRs for Engineering review.
Escalate with context when needed: steps, logs, impact, and ruled-out items.
Own customer follow-ups on tickets through resolution.
Improve docs and AI workflows to reduce future tickets.
Ensure smooth handoff at shift end with full context for the next engineer.
Collaborate with Account Executives and Forward Deployed Engineers on accounts.
Spot ticket patterns and turn them into product feedback and fixes.