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

About Siena

Siena is building enterprise empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform.

If you're excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI.

Our AI-First Philosophy

At Siena, AI isn't just a tool—it’s embedded in our DNA. We believe that leveraging AI-first workflows empowers individuals to work smarter, faster, and more creatively. Our team embraces AI-powered augmentation in everything we do, from research to execution, making us more efficient and innovative every day.

About the Role

We're seeking an exceptional Technical Solutions Engineer to join our Customer Experience team at Siena. This isn't your typical support role: you'll be solving complex engineering problems that directly impact our customers' success. You'll work at the intersection of customer experience and deep technical problem-solving, becoming the bridge between our customers and our engineering team.

What makes this role special

Real Engineering Work: Debug production systems, write code, and deploy solutions
Direct Customer Impact: Your technical expertise directly drives customer success and retention
Growth Opportunity: Join a rapidly scaling AI company with significant career advancement potential
Technical Leadership: Own end-to-end technical investigations and become the go-to expert for complex issues

What You'll Do

Technical problem solving

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

AI & LLM expertise

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

Integration & development

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

Customer Engineering

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

Process & documentation

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

Who You Are

Technical skills

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

AI/LLM expertise (preferred)

Experience with LLMs, prompt engineering, or AI model integration
Understanding of machine learning concepts and model behavior
Experience with AI APIs (OpenAI, Anthropic, etc.)

Customer-facing skills

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

Work NA time zones - 9:00 AM EST - 6:00 PM EST

Employment Type

FullTime

Location Type

Remote

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