AI Support Engineer — Frontline, On-Call & Automation

Profound

New York (NY)

On-site

USD 130,000 - 146,000

Full time

2 days ago

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Job summary

Profound is hiring an early-career Support Engineer to join the front lines of our AI marketing platform support. You will triage, investigate, and resolve customer issues, reproduce bugs, and partner with Engineering, Product, and Customer Success to deliver fast, accurate answers.

You’ll engage with customers from Scale to Enterprise, contribute to runbooks, and help shape best-in-class support in the AI search space while growing technically fluent across our integrations and incident

Qualifications

0–2 years of experience in technical support, customer-facing, or engineering roles.
Hands-on aptitude reading logs, writing basic queries, working with APIs, and debugging web tech (DNS, HTTP, JS).
Excellent written communicator who can explain issues clearly to customers and engineers.

Responsibilities

Own the front line of the ticket queue: triage, investigate, resolve issues across tickets and Slack channels.
Reproduce bugs, read logs, write queries to reach root cause, document repro steps for engineering.
Meet SLAs and contribute to core metrics: first response, resolution time, CSAT, backlog aging, deflection.
Participate in on-call coverages and follow-the-sun handoffs across regions.
Write and maintain runbooks and knowledge base articles to deflect recurring tickets.