Senior AI Support Engineer - Remote, Automation & Scale

Anaconda, Inc.; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Flexible hours

Fully remote setup

Medical, Dental, Vision insurance

Monthly Wellness Stipend

Employee Assistance Program

Job summary

Anaconda, Inc. is seeking a Senior Support Engineer to own the most complex escalations within our Global Services team, building runbooks, automation, and AI-enabled tooling to scale enterprise support.

You will coordinate across Product, Engineering, and Documentation to improve resilience and customer outcomes. You’ll join a fully remote, US-based team with flexible hours, perform on-call rotations for Enterprise customers, and mentor peers while driving systemic improvements that reduce

Qualifications

• 5+ years in technical support or customer-facing engineering roles.
• Experience building AI-powered tooling or automation to improve support operations.
• Proven ability to troubleshoot complex technical issues across distributed systems, APIs, and infrastructure.
• Experience creating technical documentation, runbooks, or diagnostic tools that others use.
• Track record of identifying recurring problems and implementing solutions that prevent future tickets.

Responsibilities

• Own complex and escalated technical tickets from start to finish, coordinating across Product, Engineering, and Documentation teams when needed.
• Build runbooks, diagnostics, and troubleshooting playbooks that the team adopts and uses daily.
• Identify systemic patterns in ticket volume and turn them into automation, tooling, or process improvements that reduce human-touch work.
• Design and build AI-enabled support tooling that helps the team handle customer issues at scale.
• Drive multi-stakeholder escalations that require clear communication and influence across boundaries.
• Join customer calls on short notice to troubleshoot technical issues in real time.
• Carry on-call rotation for Enterprise customers requiring rapid response and resolution.
• Coach team members on troubleshooting approaches and help elevate their technical skill

Skills

AI tooling

Automation

Troubleshooting

Technical documentation

On-call rotations

Cross-functional collaboration

Communication

Independent work

Open-source experience

Tools

APIs

Automation tooling

Incident management

Job description

Anaconda, Inc. is seeking a Senior Support Engineer to own the most complex escalations within our Global Services team, building runbooks, automation, and AI-enabled tooling to scale enterprise support.

You will coordinate across Product, Engineering, and Documentation to improve resilience and customer outcomes. You’ll join a fully remote, US-based team with flexible hours, perform on-call rotations for Enterprise customers, and mentor peers while driving systemic improvements that reduce