Remote Premium Enterprise AI Support Engineer

United States Digital Space LLC; United States; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Competitive Salary

Equity

Health, Dental, Vision

Paid time off

Remote work option

Job summary

the company, a leading AI-driven software platform, is seeking a Premium Support Engineer. You will be the front line for large enterprise customers, handling complex issues, guiding incidents, and ensuring high-quality interactions.

You’ll work with engineering, product, and sales to maintain a consistent premium experience. Ideal candidates have 4+ years in technical support, strong debugging in JavaScript/Python, and familiarity with APIs, databases, and Git-based CI/CD.

Qualifications

• 4+ years in technical support, developer support, or systems engineering.
• Experience managing and delivering against operational SLAs for enterprise accounts.
• Strong hands-on debugging experience with JavaScript, Python, or similar languages, including the ability to read and reason through an unfamiliar codebase.
• Working knowledge of APIs, databases, and Git-based CI/CD workflows.
• Excellent written and verbal communication skills, able to convey technical concepts clearly to both technical and non-technical stakeholders.
• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.
• Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.
• A proactive, ownership-driven mindset and genuine empathy for customers building on the company.
• Nice to have: Has used the company in the last 3 to 6 months.
• Experience working with IDEs, terminals, or other common developer tools.
• Experience with AI tools (Claude, ChatGPT, etc.).
• Exposure to cloud infrastructure (AWS, GCP, or similar).
• Problem-solving mindset, self-directed, strong communication, continuous learning, focus on automation.

Responsibilities

• Serve as the trusted front-line contact for large enterprise customers, guiding them on AI prompting best practices, resolving bugs, and turning feedback into a better product experience, whilst adhering to strict SLAs.
• Diagnose, reproduce, and resolve complex technical issues across the the company platform.
• Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.
• Lead customer-facing communications during outages or incidents.
• Analyse recurring issues and identify process and documentation improvements to reduce time-to-resolution.
• Build and update internal tooling, automation, and documentation that improves team efficiency.
• Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.
• Help onboard and mentor other support engineers, raising the team’s overall bar for responsiveness and quality.

Skills

Technical support

SLAs

JavaScript

Python

APIs

Databases

CI/CD

Zendesk

Communication

Multitasking

Tools

Git

Slack

CI/CD tools

Job description

the company, a leading AI-driven software platform, is seeking a Premium Support Engineer. You will be the front line for large enterprise customers, handling complex issues, guiding incidents, and ensuring high-quality interactions.

You’ll work with engineering, product, and sales to maintain a consistent premium experience. Ideal candidates have 4+ years in technical support, strong debugging in JavaScript/Python, and familiarity with APIs, databases, and Git-based CI/CD.