Support Engineer (AI-First)

Summary
As a Support Engineer (AI-First), you will design, build, and run the systems that power Hedra’s AI-first customer support. You'll operate production-grade AI support workflows (routing, escalation, knowledge, and evaluation), and you’ll jump in as the human escalation point for key accounts when issues are complex, time-sensitive, or high stakes. You’ll partner closely with Engineering and Product to turn support signals into fixes, reliability improvements, and a better customer experience.

Must-Have Experience

• Built or operated technical support for a developer-facing or complex product (B2B SaaS, infra, AI, APIs), including escalation ownership

• Strong debugging skills across APIs + web apps (auth, logs/telemetry, repro steps) and ability to communicate crisp root-cause hypotheses

• Comfortable reading and shipping code/scripts (Python and/or TypeScript) to automate workflows, fix sharp edges, or improve tooling

• Experience building durable support operations: SLAs, severity definitions, incident comms, postmortems, and clear internal handoffs

• Hands-on experience improving LLM-powered workflows (e.g., RAG, tool calling, prompt/tool iteration) with a focus on correctness and safety

• Strong customer-facing communication and able to lead updates for key accounts during incidents and high-urgency escalations

• Startup or 0→1 environment experience

Nice-To-Have Experience

• Built evaluation/QA for AI systems (sampling, automated checks, regression tests, escalation-quality metrics)

• Experience with Intercom/Zendesk/Front + knowledge base workflows (docs → KB → retrieval)

• Background in observability/monitoring (Sentry/Datadog/OpenTelemetry) and incident response practices

• Experience supporting generative media / video / creative tooling, or similar “high-variance” AI outputs

• Experience managing vendors/BPO or building a small support team over time

Benefits

• Competitive compensation and equity

• 401k

• Healthcare (Silver PPO Medical, Vision, Dental)

• Lunch and snacks at the office

If you’re excited about the role but don’t match every requirement, we’d still love to hear from you. We value strong fundamentals, high ownership, and diverse perspectives.