Siena AI is looking for a Technical Support Engineer to join our Customer Experience team. In this role, you will solve complex engineering problems that directly impact customer success by debugging production systems, writing code, deploying solutions, and acting as the technical bridge between our customers and the engineering team.
What You'll Do
- 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.
- 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.
- 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.
- 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.
- 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.
What We're Looking For
- 3+ years of software engineering experience with production systems.
- 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.
- Excellent English communication (written and verbal).
- Experience explaining technical concepts to non-technical stakeholders.
- Problem-solving mindset with customer empathy.
- Ability to work independently in a remote environment.
- Ability to work NA time zones – 9:00 AM EST - 6:00 PM EST.
Nice to Have
- Experience with LLMs, prompt engineering, or AI model integration.
- Understanding of machine learning concepts and model behavior.
- Experience with AI APIs (OpenAI, Anthropic, etc.).
Technical Stack
- JavaScript, Python
- REST APIs, JSON, HTTP protocols
- SQL
- Honeycomb
- OpenAI API, Anthropic API
Benefits & Compensation
- Competitive compensation including salary and equity/stock grants.
- Flexible time off (at least 15 days).
- Learning budget.
- Perplexity Pro account.
- ChatGPT Pro account.
- Claude Pro account.
- Quarterly budget for experimenting with new AI tools.
Work Mode
This is a global, remote role.
Siena provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression.
