Technical Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in Ireland.

This role offers an opportunity to support cutting-edge generative AI technology used by developers and businesses worldwide.

• Provide advanced technical support to customers, troubleshooting platform functionality, APIs, UI issues, errors, and integration challenges.
• Support users across multiple products through channels such as email, chat, and Slack while maintaining a high standard of responsiveness and service.
• Diagnose authentication and integration issues involving OAuth2, API keys, JWT, HTTP errors, malformed requests, rate limits, and API configuration problems.
• Analyze logs, error messages, request and response payloads, and observability data to identify root causes and determine appropriate solutions.
• Manage support cases within established SLA timeframes, maintain accurate case records, and escalate complex or unresolved issues to the appropriate teams.
• Reproduce, document, and escalate bugs and edge cases in collaboration with engineering teams.
• Share structured customer feedback with engineering and product stakeholders, highlighting recurring pain points, reliability concerns, performance bottlenecks, and opportunities for improvement.
• Assist with testing and validating new features, product releases, and infrastructure changes before they reach production.
• Create and maintain technical resources, including troubleshooting guides, FAQs, use-case documentation, how-to content, and documented solutions to recurring issues.
• Improve developer-facing documentation and knowledge resources to make integrations easier and increasingly self-service.
• Identify recurring support challenges and proactively recommend process improvements that enhance customer experience and operational efficiency.

• Demonstrated experience in technical support, technical operations, developer support, or a similar customer-facing engineering environment.
• Strong analytical thinking and systematic troubleshooting skills across web platforms, APIs, cloud environments, and enterprise software.
• Hands-on experience supporting and troubleshooting REST APIs and backend services, including authentication mechanisms such as OAuth2, JWT, and API keys.
• Ability to investigate technical issues using monitoring, logging, and observability tools.
• Familiarity with AI platforms, machine learning systems, generative AI, or data-intensive applications is highly valuable.
• Strong written and verbal English communication skills, with the ability to explain complex technical concepts clearly and empathetically to both technical and non-technical users.
• Customer-first mindset with patience, empathy, sound judgment, and a strong focus on helping users achieve successful outcomes.
• Strong technical writing skills, with experience producing user guides, FAQs, troubleshooting documentation, and knowledge-base content.
• Ability to prioritize multiple concurrent support cases, respond with urgency to critical issues, and remain composed in a fast-paced environment.
• Comfortable working independently while collaborating effectively with engineering, sales, product, and other internal teams.
• Self-motivated and proactive, with the ability to identify recurring problems and initiate improvements rather than simply resolving individual tickets.
• Familiarity with collaboration and development tools such as Slack, Linear, Notion, and GitHub.
• Strong understanding of API concepts, authentication flows, HTTP errors, and backend integration patterns.

• Competitive salary and equity package.
• Fully remote work with the flexibility of working from anywhere.
• Opportunity to work on challenging problems at the forefront of generative AI and AI infrastructure.
• Significant learning and professional growth opportunities in a rapidly scaling technology environment.
• Exposure to sophisticated AI platforms, APIs, production systems, and developer-focused technologies.
• Regular team events and offsites designed to strengthen collaboration and team connections.