Technical Support Engineer
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Job Description
Technical Support Engineer resolving complex technical issues for customers using fal’s AI platform. Collaborating with teams to enhance products and write technical documentation.
Responsibilities:
- Resolve technical issues and provide advanced support directly to customers, including support for fal’s platform (APIs, UI issues, and troubleshooting errors).
- Support users across multiple products via email, chat, and Slack.
- Troubleshoot integration issues, including authentication problems (OAuth, API keys), HTTP errors, malformed requests, rate limits, and API misconfigurations.
- Analyze API logs, error messages, and request/response payloads to identify root causes.
- Manage support tickets by responding within SLA timeframes, escalating complex issues appropriately, and maintaining detailed case records.
- Reproduce, escalate, and document bugs or edge cases in collaboration with engineering.
- Provide structured feedback to engineering teams regarding platform reliability, performance bottlenecks, and customer-reported issues, serving as an internal advocate for customer pain points and product improvement.
- Assist with testing and validation of new features, releases, and infrastructure changes before production deployment.
- Write and maintain technical content, including use case guides, how-to examples, FAQs, solutions for common errors, and documentation of issues and resolutions for the knowledge base.
- Improve developer documentation to make integration as self-serve as possible.
Requirements:
- Strong analytical thinking, technical problem-solving skills, and a systematic approach to troubleshooting technical issues across web platforms, cloud environments, and enterprise software.
- Experience supporting and troubleshooting REST APIs and backend services, including working directly with REST APIs and authentication flows (OAuth2, API keys).
- Experience using monitoring, logging, and observability tools to support production systems.
- Familiarity with AI platforms, machine learning systems, or data-intensive applications.
- Excellent written and verbal communication and interpersonal skills, with the ability to clearly and empathetically explain complex technical concepts to both technical and non-technical stakeholders/users in English.
- Experience providing technical support with a customer-first mindset, demonstrating patience, empathy, and a focus on user success.
- Strong technical writing abilities with experience creating and maintaining user guides, FAQs, and troubleshooting documentation.
- Demonstrated ability to prioritize effectively, respond quickly to critical issues with a sense of urgency, and maintain composure under pressure.
- Ability to work independently and collaboratively, handling multiple concurrent support cases while maintaining quality and meeting response time commitments.
- Self-starter who can identify process improvements and proactively address recurring issues (Initiative).
- Familiarity with tools such as Slack, Linear, Notion, and GitHub.
- Familiarity with authentication protocols like REST APIs, OAuth2, JWT, and API key auth.
Benefits:
- Interesting and challenging work
- Competitive salary and equity
- A lot of learning and growth opportunities
- Regular team events and offsites
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