Senior Enterprise Support Engineer

ABOUT THE ROLE Join a team at an AI company as a hands-on technical advisor for enterprise customers. You will own complex customer issues from investigation through resolution, contribute to production incident response, and help improve the support function. WHAT YOU'LL DO - Own enterprise customer technical issues from initial contact through resolution. - Lead video calls with senior customer stakeholders, including strategy discussions and incident de-escalations. - Analyze SQL queries, cloud logs, JSON payloads, and source code to identify root causes. - Investigate, reproduce, and resolve incidents involving web applications, REST APIs, webhooks, microservices, and databases. - Use generative AI and agentic coding tools to automate triage, analyze logs, and develop self-service knowledge resources. - Build and refine support playbooks, service-level agreements, escalation paths, and diagnostic runbooks. - Identify customer workflow challenges and partner with Product and Engineering on requirements and product improvements. WHAT WE'RE LOOKING FOR - At least 4 years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands-on technical role. - Experience independently investigating and resolving production incidents across applications, APIs, webhooks, microservices, and databases. - Hands-on SQL skills and practical experience with cloud log analysis tools such as CloudWatch, Datadog, Splunk, Grafana, or Loki. - Strong understanding of REST APIs, JSON, webhooks, HTTP status codes, and browser developer tools. - Experience advising enterprise stakeholders on live video calls and handling high-stakes customer situations. - Active use of generative AI and agentic coding tools for log analysis, code navigation, or workflow automation. - Familiarity with SSO, SAML 2.0, OAuth 2.0, or Okta; experience inspecting code in GitHub is also useful. LOCATION Remote, with a requirement to be located on the U.S. East Coast. Primary location: New York, New York, United States.