AI-First Support Engineer — Remote, Growth Path

Onboarded; Oregon; Hybrid; USD 60,000 - 90,000; Full time

Job summary

Onboarded is seeking a remote Support Engineer to triage, diagnose, and resolve day-to-day issues for our customers and partner teams. You will own the queue, handle tickets by urgency, and collaborate with engineering on escalations.

The role emphasizes an AI-first approach, with a path to grow into Solutions Engineering and related technical roles. The ideal candidate has experience with ticket queues, strong communication, and a demonstrated growth mindset.

Qualifications

• Experience handling a support queue or ticketing system and ownership from diagnosis to recovery.
• Familiarity with AI-driven tooling or projects is a plus.
• Demonstrated growth mindset through personal projects or initiatives.
• Ability to lead or influence without direct authority and collaborate cross-functionally.
• Willingness to adapt to changing priorities and occasional after-hours escalation.

Responsibilities

• Own the queue and triage tickets by urgency and impact.
• Diagnose and resolve technical issues using APIs, logs, and data mappings.
• Be the primary contact for dedicated accounts and manage their configuration and issues.
• Support compliance-related tasks and coordinate with related teams as needed.
• Assist partners as Tier 2/3 and improve troubleshooting guides.
• Reduce repeat tickets by updating articles and runbooks.
• Use AI and automation to improve triage and customer communication.
• Turn learnings into better guidance and product requests.

Skills

Queue management

Ticket handling

AI projects

Growth mindset

Leadership potential

Coachable

Technical curiosity

Clear communication

Compliance exposure

Not pre-sales

Tools

APIs

Logs

SQL

Job description

Onboarded is seeking a remote Support Engineer to triage, diagnose, and resolve day-to-day issues for our customers and partner teams. You will own the queue, handle tickets by urgency, and collaborate with engineering on escalations.

The role emphasizes an AI-first approach, with a path to grow into Solutions Engineering and related technical roles. The ideal candidate has experience with ticket queues, strong communication, and a demonstrated growth mindset.