Act as the primary technical escalation point for customer support issues related to API usage, model behavior, performance, and reliability.
Troubleshoot complex technical problems across the full request lifecycle (client → API → model provider → response).
Investigate logs, metrics, and error traces to identify root causes and reproduce issues where needed.
Coordinate closely with engineering during incidents, bugs, or performance degradations.
Communicate clearly and calmly with customers during incidents, including status updates and resolution summaries.
Help customers understand platform behavior, limitations, and best practices.
Contribute to support documentation, troubleshooting guides, and internal playbooks.
Identify recurring issues, perform root-cause analysis, and proactively propose improvements to tooling, processes, documentation, or (where appropriate) contribute small fixes to reduce repeat issues.
Stay up to date on supported models, provider changes, and platform capabilities to guide customers appropriately.
Work closely with Engineering, Product, Customer Success, and Partnerships to resolve issues and translate customer feedback into actionable technical insights.
Requirements
Experience in Technical Support, Support Engineering, Solutions Engineering, SRE, or similar technical customer-facing roles.
Comfortable working with APIs, JSON responses, error codes, and technical debugging.
Strong ability to reason about distributed systems, latency, retries, and failure modes.
Calm, structured communicator in high-pressure or incident scenarios.
Comfortable working directly with customers on technical issues without overpromising.
Highly organized and able to manage multiple support threads and escalations in parallel.
Strong written and verbal communication skills (Slack-first, async clarity).
Strong sense of ownership
takes responsibility for issues end-to-end and drives them to resolution rather than handing them off.
Demonstrated ability to go beyond ticket handling and improve systems, processes, or documentation over time.
Tech Stack
Distributed Systems
Benefits
Generous paid time off – vacation, sick days, public holidays
Meaningful stock options – share in the upside you create
Remote-first setup – work from home anywhere we can employ you
Flexible hours – own your schedule outside core collaboration blocks
Family leave – paid maternity, paternity, and caregiver time
Company retreats – twice-yearly gatherings in inspiring locations