Hybrid AI Support Engineer

Broccoli; Lehi (UT); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Broccoli is hiring an AI Tech Support to help customers adopt and operate Broccoli in their day-to-day business. This highly technical, customer-facing role partners with Engineering and Customer Success to resolve issues, surface patterns, and improve AI system reliability.

You will troubleshoot using logs, SQL, and internal tools, working with customers to manage expectations and deliver resolutions. The role emphasizes collaboration, quality, and scalable support processes in a fast-growing

Qualifications

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

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.
• Escalate bugs with Engineering and Product, 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

Technical support

Troubleshooting

Log analysis

Customer communication

AI interest

Ownership / accountability

Ambiguity handling

Tools

Zendesk

Job description

Broccoli is hiring an AI Tech Support to help customers adopt and operate Broccoli in their day-to-day business. This highly technical, customer-facing role partners with Engineering and Customer Success to resolve issues, surface patterns, and improve AI system reliability.

You will troubleshoot using logs, SQL, and internal tools, working with customers to manage expectations and deliver resolutions. The role emphasizes collaboration, quality, and scalable support processes in a fast-growing