Support Engineer

The role

Support Engineers resolve hard, ambiguous technical problems that AI tools cannot solve. You will troubleshoot APIs, SDKs, and customer integrations, reproduce bugs, and open pull requests with fixes.

What you will do

• Build the support system by configuring Pylon and setting up ticket tracking and automations
• Resolve tickets the AI cannot by troubleshooting APIs, SDKs and customer integrations
• Reproduce bugs and fix them by opening pull requests for Engineering review
• Escalate to Engineering with reproduction steps, logs, and customer impact
• Own every customer follow-up on tickets until the issue is resolved
• Improve docs, the knowledge base and AI workflows to improve the AI first line
• Keep the follow-the-sun handoff tight with automated handoffs
• Work with the account team to keep them informed on tickets and account-level risk
• Handle escalation management by watching account health signals and raising risks
• Spot patterns across tickets to provide product feedback and fixes

Required qualifications

• Several years of hands-on programming experience
• Ability to read and debug unfamiliar code
• Comfortable opening pull requests in a production codebase
• Experience troubleshooting APIs, SDKs or distributed systems in production
• A structured approach to ambiguous problems
• Ability to explain a technical problem clearly to customers and engineers
• Comfort working AI-first, with AI tools and agents as part of your daily workflow
• Availability for shift work as part of a 24/7, follow-the-sun support model

Nice to have

• Worked as a software engineer, support engineer, solutions engineer or site reliability engineer at a developer-tools, API or AI company
• Built with LLMs, RAG or agents, and can reason about retrieval and search quality
• Built automations or AI workflows that took repetitive work off a team
• Like being the person who finally figures out what's going on
• Care deeply about the problem of organizing the world's knowledge and making it accessible to machines

Benefits

• Premium healthcare benefits (medical, dental, vision)
• Fertility benefits
• Monthly wellness stipend

About the company

Exa is building a search engine for the AI era. The team is largely SF-based and has raised a $250M Series C.