Support Engineer (AI-First)

SummaryAs a Support Engineer (AI-First), you will design, build, and run the systems that power Hedra’s AI-first customer support. You'll operate production-grade AI support workflows (routing, escalation, knowledge, and evaluation), and you’ll jump in as the human escalation point for key accounts when issues are complex, time-sensitive, or high stakes. You’ll partner closely with Engineering and Product to turn support signals into fixes, reliability improvements, and a better customer experience.Must-Have ExperienceBuilt or operated technical support for a developer-facing or complex product (B2B SaaS, infra, AI, APIs), including escalation ownershipStrong debugging skills across APIs + web apps (auth, logs/telemetry, repro steps) and ability to communicate crisp root-cause hypothesesComfortable reading and shipping code/scripts (Python and/or TypeScript) to automate workflows, fix sharp edges, or improve toolingExperience building durable support operations: SLAs, severity definitions, incident comms, postmortems, and clear internal handoffsHands-on experience improving LLM-powered workflows (e.g., RAG, tool calling, prompt/tool iteration) with a focus on correctness and safetyStrong customer-facing communication and able to lead updates for key accounts during incidents and high-urgency escalationsStartup or 0→1 environment experienceNice-To-Have ExperienceBuilt evaluation/QA for AI systems (sampling, automated checks, regression tests, escalation-quality metrics)Experience with Intercom/Zendesk/Front + knowledge base workflows (docs → KB → retrieval)Background in observability/monitoring (Sentry/Datadog/OpenTelemetry) and incident response practicesExperience supporting generative media / video / creative tooling, or similar “high-variance” AI outputsExperience managing vendors/BPO or building a small support team over timeBenefitsCompetitive compensation and equity401kHealthcare (Silver PPO Medical, Vision, Dental)Lunch and snacks at the officeIf you’re excited about the role but don’t match every requirement, we’d still love to hear from you. We value strong fundamentals, high ownership, and diverse perspectives.