AI-First Support Engineer (SF)

Speedrun Talent Network; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare benefits

Fertility benefits

Wellness stipend

Job summary

Exa in San Francisco is hiring a Support Engineer who owns the fix cycle for customer issues. You’ll dig into the API, SDKs and customer integrations, reproduce bugs, and open pull requests with fixes for our engineers to review.

This is not a script-reading role; you are an engineer who resolves complex problems end to end. Expect to work AI-first, using Pylon and agents, configure our support system, manage tickets and SLAs, and escalate with full context when needed.

Qualifications

• Hands-on programming experience; read and debug unfamiliar code.
• Experience troubleshooting APIs, SDKs or distributed systems in production.
• Structured approach to ambiguous problems; form hypotheses and test them.
• Clear judgment on when to keep digging or escalate; explain problems clearly.
• Comfort working AI-first, with AI tools and agents in daily workflow.
• Availability for shift work as part of a 24/7, follow-the-sun model.

Responsibilities

• Build the support system: configure Pylon, ticket tracking and SLA analytics.
• Resolve tickets AI can't; troubleshoot API, SDKs and integrations.
• Reproduce bugs and open PRs for Engineering review.
• Escalate with full context when needed: steps, logs, impact.
• Own customer follow-up on tickets until resolution.
• Improve docs and knowledge base to reduce future tickets.

Skills

Programming

API debugging

Troubleshooting

Communication

AI-first workflow

Tools

Pylon

APIs

SDKs

Ticketing systems

Job description

Exa in San Francisco is hiring a Support Engineer who owns the fix cycle for customer issues. You’ll dig into the API, SDKs and customer integrations, reproduce bugs, and open pull requests with fixes for our engineers to review.

This is not a script-reading role; you are an engineer who resolves complex problems end to end. Expect to work AI-first, using Pylon and agents, configure our support system, manage tickets and SLAs, and escalate with full context when needed.