Enterprise AI Support Engineer

United States Digital Space LLC; New York (NY); Hybrid; USD 131,000 - 210,000; Full time

Job summary

United States Digital Space LLC is seeking a Product Support Specialist to be on the front lines of safely delivering AI, handling high-touch support for customers building on Claude, and partnering with engineers to resolve complex technical needs.

You will document knowledge gaps, create tooling and product feedback, and own issues from incident to resolution, with a focus on CSAT, SLA, and scalable support processes in a fast-growing, enterprise context.

Qualifications

• Several years of technical product support experience at a high-growth tech company.
• Experience supporting enterprise or strategic accounts with exec-level communication.
• Fluency with APIs and technical SaaS products; you read technical docs with ease.

Responsibilities

• Provide high-touch support to strategic customers, communicating clearly with diverse user personas.
• Escalation point for complex issues; reproduce issues, use logs, and propose fixes with engineers.
• Troubleshoot SSO, SAML, and OAuth authentication flows and integration surfaces.
• Partner with engineers and account teams to diagnose and resolve issues at scale.
• Attend on-call tasks for high-urgency user issues with ownership.
• Document learnings as wiki entries, tooling improvements, and product feedback.

Skills

API debugging

Executive communication

CSAT/SLA awareness

Written communication

Education

Bachelor’s degree

Tools

Bash

Python

JavaScript

SQL

Git

Job description

United States Digital Space LLC is seeking a Product Support Specialist to be on the front lines of safely delivering AI, handling high-touch support for customers building on Claude, and partnering with engineers to resolve complex technical needs.

You will document knowledge gaps, create tooling and product feedback, and own issues from incident to resolution, with a focus on CSAT, SLA, and scalable support processes in a fast-growing, enterprise context.