Senior AI Support Engineer — Scale Impact in Groceries

Afresh; United States; Remote; USD 130,000 - 195,000; Full time

Benefits offered by this job

Health & wellness coverage

Equity for US employees

401(k) with company match

Home office stipend

Coworking Wallets for flexible work

Professional development budget

Flexible PTO

Job summary

Afresh is seeking a Principal Support Engineer to own the most complex escalations and to drive cross-functional initiatives across Solutions Eng, Data Eng, Product Eng, and Operations. You will apply deep SQL, Python, and AI tooling to reduce ticket volume while mentoring others and shaping our support playbooks.

You will communicate clearly with store directors and staff engineers alike, build agentic AI workflows, and influence product direction to minimize future issues across all Afresh

Qualifications

• 5+ years in technical support engineering or similar roles owning root-cause analysis on production data.
• Strong SQL and data validation against authoritative sources.
• Experience building with AI tools and automation, and mentoring others.

Responsibilities

• Own complex escalations end-to-end, including data mapping defects and integration issues.
• Lead cross-functional initiatives and drive deflection, MTTR, and escalation reduction.
• Define metrics, report impact, and publish progress to stakeholders.
• Build tooling and workflows (SQL, Python, Stylo) to reduce manual work.
• Partner with Solutions Eng, Data Eng, Product Eng, and Operations to fix root causes.
• Mentor junior engineers, lead training, and develop playbooks and docs.
• Present updates in demos and cross-functional forums, representing Support.

Skills

Advanced SQL

Python scripting

Data analysis

Cross-functional collaboration

AI tooling (Claude)

Mentoring

Tools

Databricks

Looker

Stylo

Claude

Zendesk

Job description

Afresh is seeking a Principal Support Engineer to own the most complex escalations and to drive cross-functional initiatives across Solutions Eng, Data Eng, Product Eng, and Operations. You will apply deep SQL, Python, and AI tooling to reduce ticket volume while mentoring others and shaping our support playbooks.

You will communicate clearly with store directors and staff engineers alike, build agentic AI workflows, and influence product direction to minimize future issues across all Afresh