Technical Support Engineer

Technical Support Engineer (AI Workflows) | Fully Remote

Our client is a fast-growing AI and automation company helping businesses streamline operations through intelligent digital workflows. They build production-grade AI systems that replace manual processes, eliminate bottlenecks, and allow teams to scale efficiently.

As a Technical Support Engineer, youll be the frontline owner of system reliability and client experience. Youll manage incoming support tickets, troubleshoot workflow and integration issues, communicate directly with clients, and work closely with engineering to resolve complex problems.

This is a fully remote role supporting multiple client environments in production.

What Youll Do

Support & Ticket Ownership

• Monitor and manage incoming support tickets across client accounts

• Triage issues based on urgency and business impact

• Own tickets from initial report through full resolution

• Track progress and ensure timely follow-ups

• Maintain clear documentation and organized support records

Client Communication

• Respond promptly and professionally to client inquiries

• Provide clear status updates and resolution timelines

• Translate technical findings into business-friendly explanations

• Proactively confirm issue resolution and client satisfaction

• Build strong working relationships with client stakeholders

Technical Troubleshooting & Escalation

• Investigate AI workflows, automation processes, and system integrations

• Identify root causes using logs, system behavior, and reproduction steps

• Resolve common issues independently using established procedures

• Recognize when engineering involvement is required

• Escalate issues with complete technical context and documentation

• Coordinate between clients and engineering during active escalations

Reporting & Continuous Improvement

• Track support metrics and common issue patterns

• Identify recurring problems and potential system improvements

• Contribute to internal documentation and knowledge base articles

• Help improve processes that increase system reliability and response time

What Were Looking For

Technical Skills

• Strong troubleshooting and problem-solving ability

• Basic understanding of APIs, webhooks, and automation workflows

• Experience with tools like Zapier, Make.com, n8n, or similar is a plus

• Comfortable reading logs and identifying error patterns

• Able to navigate technical documentation independently

Communication & Ownership

• Clear, professional written communication with clients

• Strong follow-through and organizational skills

• Ability to explain technical issues in simple terms

• Good judgment on when to resolve independently vs. escalate

• Calm and reliable under pressure

Mindset

• Takes full ownership of issues from start to finish

• Proactive and detail-oriented

• Thrives in a fast-paced remote environment

• Curious about AI, automation, and emerging technology

Why This Role

• Mid-level role with real responsibility and visibility

• Hands-on exposure to production AI and automation systems

• Fully remote with a collaborative technical team

• Opportunity to directly impact client success and system reliability

Location: Fully Remote
Working Hours: 8:00 AM – 5:00 PM EST