Product Support Engineer (AI/LLM)

Product Support Engineer (AI/LLM)

We are seeking a proactive and technically skilled Product Support Engineer to join our team and provide customer-facing technical support for our compressed Large Language Models (LLMs) and API services.

You will be the first point of contact for technical inquiries, troubleshooting, and guidance, helping customers maximize value from our AI solutions. This is a unique opportunity to work with cutting-edge AI technology, ensure high customer satisfaction, and contribute to the success of a major new initiative.

As a Product Support Engineer, you will:

• Provide first-line technical support with a variety of complexity, from simple billing or account questions for individuals to complex, incident-level issues and debugging

• Investigate and resolve customer-reported issues by reproducing problems and identifying root causes.

• Collaborate with engineering teams to escalate and resolve complex technical problems.

• Assist customers with API integration, usage, and best practices for performance and reliability.

• Document common issues, solutions, and best practices in a customer knowledge base.

• Communicate clearly and empathetically with customers, ensuring high satisfaction and trust.

   

Required Qualifications

• Strong technical background with experience in troubleshooting APIs, SDKs, or software integrations.

• Familiarity with AI/ML concepts, particularly Large Language Models and model deployment.

• Proficiency in Python and experience with APIs.

• Excellent communication and problem-solving skills; able to explain technical concepts to non-technical users.

• Bachelor’s degree in Computer Science, Engineering, or related field; or equivalent practical experience.