Support Engineer, PAYGO

Exa is hiring a Support Engineer for its pay-as-you-go (PAYGO) service, which is used by developers and companies. The role handles customer questions, investigates API issues, escalates bugs and product gaps, and improves support documentation and workflows.

Responsibilities:

• Own the PAYGO queue: answer what the AI first line can't, quickly and clearly
• Debug with customers: reproduce issues with the API, read their code and send working fixes
• Triage well: production issues and unhappy customers first, everything else in order
• Escalate with full context: bugs to Engineering, product gaps to Product, and anything you can't resolve to the Support leader
• Spot growth: flag PAYGO accounts that look like future enterprise customers to Sales
• Improve the AI first line: fix the docs, help center and agent workflows so the same question doesn't need a human twice
• Spot patterns across tickets and turn them into product feedback

Requirements:

• Programming experience: you can read unfamiliar code, call an API and debug a failing request
• Clear, short writing. Customers can act on your answers without coming back
• You learn fast and keep quality high when the volume is high
• Good judgment on what to answer yourself and what to escalate
• Comfort working AI-first, with AI tools and agents as part of your daily workflow
• Have worked in support, developer relations or a customer-facing technical role at a developer-tools, API or AI company
• Have built side projects with LLMs, RAG or agents
• Enjoy being the person who finally figures out what's going on
• Want to grow into an FDE or Solutions Architect role over time
• Care deeply about the problem of organizing the world's knowledge and making it accessible to machines