Support Engineer
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Job Description
Support Engineer resolving developer API, billing, and integration issues for Exa’s AI search engine. Improving AI support workflows and identifying future enterprise customers.
Responsibilities:
- Own the PAYGO support queue and answer questions the AI first line cannot resolve
- Debug customer issues by reproducing API problems, reading customer code, and providing working fixes
- Triage production issues and unhappy customers
- Escalate bugs to Engineering, product gaps to Product, and unresolved issues to the Support leader
- Identify PAYGO accounts that may become future enterprise customers and flag them to Sales
- Improve the AI first line by updating documentation, the help center, and agent workflows
- Identify ticket patterns and convert them into product feedback
- Work with AI support tools, documentation, Product, and Engineering
Requirements:
- Programming experience: can read unfamiliar code, call an API, and debug a failing request
- Clear, short writing
- Ability to learn fast and maintain quality with high volume
- Good judgment about what to answer and what to escalate
- Comfort working AI-first with AI tools and agents
- Experience in support, developer relations, or a customer-facing technical role at a developer-tools, API, or AI company (a plus)
- Side projects with LLMs, RAG, or agents (a plus)
- Early-career candidates are welcome
- Willingness or eligibility to work in the US; international candidates may require sponsorship
Benefits:
- Premium healthcare benefits (medical, dental, vision)
- Fertility benefits
- Monthly wellness stipend
- Equity
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