About this role
Role Overview
Provide fast, clear, and friendly technical support for talent using a high-volume hiring and AI interview platform. You will diagnose and resolve user-reported problems, work closely with engineering to triage and reproduce bugs, and create documentation that reduces future issues. This role is often a candidate''s first live impression of the company, so the ability to communicate with precision and an upbeat, conversational tone is essential.
Key Responsibilities- Respond to talent questions and incidents, delivering timely and delightful support from initial contact through resolution.
- Reproduce reported issues end to end, identify root causes, and distinguish user experience friction, model edge cases, and system defects.
- Debug across the AI and SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior.
- Triage issues with sound judgment, escalating legitimate engineering problems and resolving others through configuration changes, prompt refinement, or clear user guidance.
- Detect and surface systemic patterns and product risks to engineering and product leadership.
- Create and maintain clear documentation, runbooks, and user guidance to reduce repeat incidents and shorten resolution time.
- Communicate with professionalism, empathy, and an enthusiastic, upbeat written style while maintaining technical precision.
- Degree in Computer Science, Software Engineering, or a related technical field from a top-tier institution, or equivalent experience at a high-growth technology startup, or 2 to 5 years supporting modern web applications.
- Hands-on experience building or supporting modern web applications, for example React, Node, Flask, Next.js, or similar frameworks.
- Comfortable working with AI systems, including familiarity with large language models, agents, or generative models.
- Experience exploring AI behavior, such as fine-tuning, prompt chains, chain-of-thought debugging, or building agents, and the ability to reason about model outputs, failure modes, hallucinations, and feedback loops.
- Familiarity with AI APIs or agent frameworks such as OpenAI, Anthropic, LangChain, or similar is a plus.
- Native English level proficiency in writing, able to maintain an informal and lighthearted tone while being professional and precise.
- Location: Remote.
- Work schedule: 6-day per week role with substantial overlap required with Pacific Time, PT/PST hours.
- Employment type: yearly.
25000 - 35000 yearly
Eligibility- This opening is for candidates located in India.
- Applicants must be able to write at native English level and maintain an enthusiastic, upbeat tone in written support interactions.