AI Support Engineer: Troubleshoot & Delight Customers

Broccoli AI; Utah; Hybrid; USD 55,000 - 85,000; Full time

Job summary

Broccoli is seeking an AI Tech Support specialist to help customers adopt and operate Broccoli in their day-to-day business. You’ll be on the front lines with engineers and customer success to resolve issues, surface patterns, and improve AI reliability.

You will troubleshoot using logs and internal tools, engage with customers clearly, and help shape support processes as we scale in a hybrid Lehi, Utah office.

Qualifications

• 3+ years of experience in technical support, product support, solutions engineering, or a similar customer-facing technical role.
• Strong troubleshooting instincts and the ability to work through ambiguous technical issues.
• Experience reading logs, investigating system behavior, and using ticketing/support tools like Zendesk or similar.
• Comfort working directly with customers and managing communication throughout issue resolution.
• Interest in AI products and enthusiasm for working in a fast-moving environment where AI is central to the product.
• Strong judgment, ownership, and willingness to learn quickly.

Responsibilities

• Resolve customer issues across product, workflow, and technical support queues
• Troubleshoot deeply using logs, internal tools, SQL, and other debugging workflows
• Investigate issues related to AI agents, call flows, messaging, booking workflows, and platform integrations
• Partner with Engineering and Product to elevate bugs, document patterns, and close feedback loops
• Communicate clearly with customers and internal teams about issues, expectations, and resolutions
• Help define and improve support processes, documentation, and quality standards as the team grows
• Support a wide range of customers, from SMB operators to larger enterprise accounts
• Contribute to a strong customer experience while balancing speed, quality, and technical rigor

Skills

Troubleshooting

Customer communication

Problem solving

Tools

Zendesk

Logging tools

Job description

Broccoli is seeking an AI Tech Support specialist to help customers adopt and operate Broccoli in their day-to-day business. You’ll be on the front lines with engineers and customer success to resolve issues, surface patterns, and improve AI reliability.

You will troubleshoot using logs and internal tools, engage with customers clearly, and help shape support processes as we scale in a hybrid Lehi, Utah office.