Premium Support Engineer - AI & Cloud Incidents

United States Digital Space LLC; United States; Hybrid; USD 63,000 - 110,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Job summary

The company is an AI research and deployment organization seeking a seasoned Support Engineer for Premium customers. You will diagnose complex production issues, analyze logs, and own incident responses with cross-functional teams. You will build runbooks and automation to prevent recurrence and improve product reliability.

Based in Singapore with a hybrid work model and relocation assistance for new hires. English fluency required for all communications and interviews.

Qualifications

• Experience in Support Engineering or similar role.
• Strong troubleshooting across APIs, distributed systems, cloud infrastructure.
• Ability to diagnose ambiguous production issues.
• Experience leading incident management and postmortems.
• Excellent written and verbal English communication.

Responsibilities

• Directly troubleshoot complex technical issues for Premium Support customers (APIs, integrations, auth, product behavior).
• Own end-to-end technical response by analyzing logs, reproducing errors, testing hypotheses, and isolating root cause.

Skills

Technical troubleshooting

API troubleshooting

Python

JavaScript

Incident management

Logs & telemetry analysis

Tools

APIs

Logging tools

Monitoring tools

Job description

The company is an AI research and deployment organization seeking a seasoned Support Engineer for Premium customers. You will diagnose complex production issues, analyze logs, and own incident responses with cross-functional teams. You will build runbooks and automation to prevent recurrence and improve product reliability.

Based in Singapore with a hybrid work model and relocation assistance for new hires. English fluency required for all communications and interviews.