Hybrid AI Support Engineer - Troubleshoot & Scale AI

Broccoli AI

Utah

Hybrid

USD 70,000 - 95,000

Full time

14 days+

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Job summary

Broccoli AI is hiring an AI Tech Support specialist to help customers adopt and operate Broccoli in their day-to-day business. This highly technical, customer-facing role involves troubleshooting complex issues, working directly with users, and partnering with cross-functional teams to improve product quality and customer outcomes.

You’ll collaborate with Engineering and Customer Success to resolve problems quickly, refine processes, and shape support operations as we scale.

Qualifications

3+ years in technical support, product support, or solutions engineering in a customer-facing role.
Strong troubleshooting instincts for ambiguous technical issues.
Experience reading logs, investigating system behavior, and using ticketing tools like Zendesk.

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, 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.
Define and improve support processes, documentation, and quality standards as the team grows.
Support a wide range of customers, from SMB to enterprise accounts.
Contribute to a strong customer experience while balancing speed, quality, and technical rigor.