Hybrid AI Support Engineer for SaaS

Battery Ventures; Chicago (IL); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Stock options

Medical/dental/vision coverage

401(k) with company match

Office lunch

Team events

Job summary

Letter AI in Chicago is seeking a Support Engineer to be the technical front line for customers, owning issues end to end—from diagnosis to collaboration with engineering for resolution. This hands-on, high-impact role helps shape a product that improves with every ticket.

You’ll contribute to onboarding, enablement, and documentation while meeting SLAs and driving customer success in a hybrid work setup.

Qualifications

• 2–4 years in technical support, support engineering, or related role at a B2B SaaS
• Strong troubleshooting and debugging; comfortable reading code
• Familiar with APIs, web apps, and basic SQL concepts
• Excellent written and verbal communication; highly organized and ownership-driven

Responsibilities

• Serve as the primary technical point of contact for customer-reported issues across the web app, integrations, and APIs
• Reproduce, diagnose, and triage bugs; distinguish user error, config issues, and defects
• Collaborate with engineering to escalate, track, and resolve technical issues with clear steps
• Monitor support channels to ensure timely, high-quality responses meeting SLAs
• Build and maintain internal docs, FAQs, and troubleshooting guides
• Identify patterns and propose product improvements to engineering and product teams
• Support customer onboarding and technical enablement as needed
• Use logs, dashboards, and SQL to investigate data and behavior behind issues
• Maintain thorough reproduction steps and context for issues

Skills

Troubleshooting

Code reading (Python)

Code reading (JavaScript/TypeScript)

APIs

SQL

Communication

Ownership

Generative AI interest

Collaboration

Job description

Letter AI in Chicago is seeking a Support Engineer to be the technical front line for customers, owning issues end to end—from diagnosis to collaboration with engineering for resolution. This hands-on, high-impact role helps shape a product that improves with every ticket.

You’ll contribute to onboarding, enablement, and documentation while meeting SLAs and driving customer success in a hybrid work setup.