# Technical Support Engineer - AI-Focused SaaS

> Activate Talent · Philippines (Remote) · Full-time · Posted 2025-09-16

**Workplace:** remote

**Department:** 032

## Description

We’re seeking an exceptional **Technical Support Engineer** to join our Customer Experience team. This isn’t your typical support role: you’ll be solving complex engineering problems that directly impact customer success. You’ll work at the intersection of customer experience and deep technical problem-solving, becoming the bridge between customers and the engineering team.

### What Makes This Role Special

-   **Real Engineering Work:** Debug production systems, write code, and deploy solutions
-   **Direct Customer Impact:** Your technical expertise directly drives customer success and retention
-   **Growth Opportunity:** Join a rapidly scaling AI company with significant career advancement potential
-   **Technical Leadership:** Own end-to-end technical investigations and become the go-to expert for complex issues

### What You’ll Do

-   **Technical Problem Solving**

-   Debug complex API failures, LLM hallucinations, and integration bugs using production tools
-   Analyze system traces in Honeycomb and other observability platforms
-   Write and deploy JavaScript code snippets for customer website integrations
-   Perform root cause analysis on system-level issues and data inconsistencies

-   **AI & LLM Expertise**

-   Troubleshoot and optimize prompt engineering configurations
-   Diagnose LLM response issues and implement solutions
-   Work with AI model behaviors and performance optimization
-   Debug autonomous agent workflows and decision-making processes

-   **Integration & Development**

-   Fix customer integration issues through code modifications
-   Deploy and maintain JavaScript implementations for Live Chat and Shopping Agent features
-   Work with REST APIs, webhooks, and third-party integrations
-   Create technical documentation and implementation guides

-   **Customer Engineering**

-   Conduct technical deep-dives with customer engineering teams
-   Lead complex technical implementations and migrations
-   Provide architectural guidance for customer integrations
-   Escalate and collaborate with Product Engineering only when necessary

-   **Process & Documentation**

-   Own technical investigations from initial report to final resolution
-   Create detailed technical documentation and runbooks
-   Build debugging workflows and troubleshooting guides
-   Contribute to internal tools and automation

## Requirements

### Who You Are

**Technical Skills**

-   1+ year of software engineering experience with production systems in a SaaS environment
-   Strong programming background in JavaScript, Python, or similar languages
-   API debugging expertise: REST APIs, JSON, HTTP protocols, authentication
-   Production systems experience: logs analysis, monitoring tools, system debugging
-   Database knowledge: SQL queries, data analysis, performance troubleshooting

**AI/LLM Expertise (Preferred)**

-   Experience with LLMs, prompt engineering, or AI model integration
-   Understanding of machine learning concepts and model behavior
-   Experience with AI APIs (OpenAI, Anthropic, etc.)

**Customer-Facing Skills**

-   Excellent English communication (written and verbal)
-   Ability to explain technical concepts to non-technical stakeholders
-   Problem-solving mindset with customer empathy
-   Comfortable working independently in a remote environment
-   Availability to work North American time zones (9:00 AM – 6:00 PM EST)

## Apply

[Apply at Activate Talent](https://apply.workable.com/careersactivatetalent/j/8D5D5C9B2B/apply)

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