Support Engineer, Hedra

• Built or operated technical support for a developer-facing or complex product (B2B SaaS, infra, AI, APIs), including escalation ownership
• Strong debugging skills across APIs + web apps (auth, logs/telemetry, repro steps) and ability to communicate crisp root-cause hypotheses
• Comfortable reading and shipping code/scripts (Python and/or TypeScript) to automate workflows, fix sharp edges, or improve tooling
• Experience building durable support operations: SLAs, severity definitions, incident comms, postmortems, and clear internal handoffs
• Hands-on experience improving LLM-powered workflows (e.g., RAG, tool calling, prompt/tool iteration) with a focus on correctness and safety
• Strong customer-facing communication and able to lead updates for key accounts during incidents and high-urgency escalations
• Startup or 0→1 environment experience
• If you’re excited about the role but don’t match every requirement, we’d still love to hear from you. We value strong fundamentals, high ownership, and diverse perspectives

Desirable

• As a Support Engineer (AI-First), you will design, build, and run the systems that power Hedra’s AI-first customer support
• You'll operate production-grade AI support workflows (routing, escalation, knowledge, and evaluation), and you’ll jump in as the human escalation point for key accounts when issues are complex, time-sensitive, or high stakes
• You’ll partner closely with Engineering and Product to turn support signals into fixes, reliability improvements, and a better customer experience