Siena - Platform Experience Engineer

The role

You will solve hard customer problems end to end by finding root causes and building automation to prevent recurrence. You will debug AI agents and prompts, work directly with customers, and provide structured feedback to the product team.

What you will do

• Own hard problems end to end by tracing, reproducing, and fixing them
• Debug agents and prompts to diagnose misfires in knowledge bases, config, or models
• Build automation and tools so recurring problems do not happen twice
• Close the loop to Product by surfacing patterns from customer issues
• Raise the team's floor by creating docs, tools, and walkthroughs
• Escalate genuine product bugs, infra, and outages with clean reproductions
• Work directly with customers to resolve issues, including jumping on calls

Required qualifications

• Solve problems end to end
• Fluent with AI agents and prompts
• Can read and rewrite prompts
• Comfortable with Node.js, TypeScript, React, and Express
• Can trace customer-side JavaScript in the browser
• Can write diagnostic SQL against PostgreSQL
• Can navigate a backend service
• Fluent with AI coding tools like Claude Code or equivalent

Nice to have

• observability tooling (Grafana, Honeycomb, Sentry)
• internal tooling that turned manual work into a system
• Ecommerce or DTC exposure

Benefits

• Great salary plus equity or stock grants
• Learning budget
• Premium AI accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable)
• Quarterly budget for new tools

Before you apply

• We use AI-assisted screening tools as part of our hiring process

About the company

Siena is the Agent of Record for consumer brands, collapsing the customer management stack into a single agent. The team is small, fully distributed, and global.