Enterprise SaaS Support Engineer (AI-Driven)

Brinqa; United States; On-site; USD 110,000 - 140,000; Full time

Job summary

Qualifications

• BS in Computer Science, Computer Engineering, Information Technology, or a related discipline is preferred.
• Experience with enterprise B2B SaaS support or implementation.
• Strong problem-solving and independent judgment.
• Excellent written and verbal communication with enterprise customers.

Responsibilities

• Own resolution of technical issues for a portfolio of enterprise customers from first response to final resolution.
• Communicate clearly with customers and internal stakeholders, especially on tough issues.
• Investigate and resolve complex production issues independently, partnering with Engineering as needed.
• Handle minor-to-moderate configuration changes within customer environments.
• Write incident summaries and root-cause explanations for customers and leadership.
• Initiate and adopt AI-assisted tools and new methods with the team.
• Share learnings to prevent siloing of knowledge.
• Represent the voice of the customer to prioritize issues.

Skills

Problem-solving

Customer-facing

Written and verbal communication

REST APIs

Code reading/modification

Autonomy

Ownership

AI/automation interest

Education

BS in Computer Science/Engineering/Information Technology

Tools

Neo4j

NoSQL

Distributed SQL (Yugabyte)

Postman

Groovy

Job description