Support Engineer — Real-Time, AI‑Driven Help in NYC

Sideshift; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

SideShift in New York City is seeking a Support Engineer to help customers get answers and resolve issues in real time. You will own and resolve technical customer issues across Intercom and Slack, and work with the product to improve AI-assisted support.

You will turn customer problems into knowledge, tools, and workflows for our AI agents, diagnose API/database problems, and identify patterns to prevent recurring issues.

Qualifications

• 1–5 years in technical support, support engineering, solutions engineering, software engineering, or a similar role.
• Strong technical and debugging skills; comfortable with APIs, databases, and basic SQL/code.
• Highly resourceful and willing to dig into problems yourself.
• Excited about AI agents and automation.
• Comfortable in a fast-moving startup environment.
• Willing to work 5 days/week from our NYC office.

Responsibilities

• Own and resolve technical customer issues across Intercom and Slack.
• Debug problems across our product, APIs, integrations, and data.
• Turn customer problems into agent knowledge, tools, and workflows so our AI agents can resolve them independently.
• Continuously improve our agents' ability to diagnose and solve customer issues.
• Identify patterns in support requests and eliminate the underlying problems.

Skills

APIs

SQL

Debugging

Tools

Intercom

Slack

Job description

SideShift in New York City is seeking a Support Engineer to help customers get answers and resolve issues in real time. You will own and resolve technical customer issues across Intercom and Slack, and work with the product to improve AI-assisted support.

You will turn customer problems into knowledge, tools, and workflows for our AI agents, diagnose API/database problems, and identify patterns to prevent recurring issues.