Support Engineer, PAYGO

The role

The Support Engineer for PAYGO owns inbound questions from developers and companies regarding getting started, search quality, billing, errors, integrations, and bugs. You will debug issues with the API, triage production issues, and improve AI-first support workflows.

What you will do

• Own the PAYGO queue
• Debug with customers by reproducing API issues and reading code
• Triage production issues and unhappy customers
• Escalate bugs to Engineering and product gaps to Product
• Flag PAYGO accounts that look like future enterprise customers to Sales
• Improve the AI first line including docs, help center and agent workflows
• Spot patterns across tickets and turn them into product feedback

Required qualifications

• Programming experience to read unfamiliar code, call an API and debug a failing request
• Clear, short writing
• Ability to learn fast and keep quality high when volume is high
• Good judgment on what to answer or escalate
• Comfort working AI-first with AI tools and agents

Nice to have

• Worked in support, developer relations or a customer-facing technical role at a developer-tools, API or AI company
• 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

Benefits

• premium healthcare benefits (medical, dental, vision)
• fertility benefits
• monthly wellness stipend

Before you apply

• We're happy to sponsor international candidates (e.g., STEM OPT, OPT, H1B, O1, E3)

About the company

Exa is building a search engine for the AI era. The team is largely SF-based with ~100 members.