Technical Support Engineer

Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Artificial Intelligence, Customer Experience, SaaSIndustries

Requirements

Candidates should have 3+ years of software engineering experience with production systems, a strong programming background in JavaScript, Python, or similar languages, and expertise in API debugging (REST APIs, JSON, HTTP protocols, authentication). Experience with logs analysis, monitoring tools, system debugging, SQL queries, data analysis, and performance troubleshooting is required. Preferred qualifications include experience with LLMs, prompt engineering, AI model integration, machine learning concepts, model behavior, and AI APIs. Excellent English communication skills, the ability to explain technical concepts to non-technical stakeholders, a problem-solving mindset with customer empathy, and the ability to work independently in a remote environment during NA time zones are also essential.

Responsibilities

The Technical Solutions Engineer will debug complex API failures, LLM hallucinations, and integration bugs using production tools, analyze system traces in Honeycomb and other observability platforms, and write and deploy JavaScript code snippets for customer website integrations. They will perform root cause analysis on system-level issues and data inconsistencies, troubleshoot and optimize prompt engineering configurations, and diagnose LLM response issues. Responsibilities also include working with AI model behaviors and performance optimization, debugging autonomous agent workflows, fixing customer integration issues through code modifications, and deploying and maintaining JavaScript implementations for Live Chat and Shopping Agent features. The role involves working with REST APIs, webhooks, and third-party integrations, creating technical documentation and implementation guides, conducting technical deep-dives with customer engineering teams, leading complex technical implementations and migrations, and providing architectural guidance for customer integrations. Additionally, the engineer will own technical investigations from initial report to final resolution, create detailed technical documentation and runbooks, build debugging workflows and troubleshooting guides, and contribute to internal tools and automation.

Skills

Technical Support

API Debugging

LLM Hallucinations

Integration Debugging

JavaScript

Honeycomb

Observability Platforms

Customer Experience

Problem Solving

Code Deployment

Siena AI

Autonomous AI customer service platform for e-commerce

About Siena AI

Siena AI offers an autonomous customer service platform tailored for the commerce sector, enabling businesses to implement AI-driven support with ease. The platform integrates with existing help desk systems, allowing merchants and brands in the e-commerce market to provide timely and accurate customer service. Siena's technology utilizes advanced models from OpenAI, delivering human-like responses and cognitive reasoning capabilities. The company operates on a subscription-based model, offering various service tiers that cater to different business needs, including features like smart routing and the Siena Copilot for human agents. A key differentiator for Siena is its commitment to data security; it does not train its models on client data, ensuring the protection of sensitive information. The goal of Siena AI is to enhance customer support efficiency and accuracy for e-commerce businesses while maintaining a strong focus on privacy.

San Francisco, CaliforniaHeadquarters

2023Year Founded

$4.6MTotal Funding

SEEDCompany Stage

Enterprise Software, Cybersecurity, AI & Machine LearningIndustries

11-50Employees