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Technical Support Engineer - AI-Focused SaaS at Activate Talent. We’re seeking an exceptional . Technical Support Engineer. to join our Customer Experience team. This isn’t your typical support role: you’ll be solving complex engineering problems that directly impact customer success. You’ll work at the intersection of customer experience and deep technical problem-solving, becoming the bridge between customers and the 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. . 1+ year of software engineering experience with production systems in a SaaS environment . . 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) . . Ability to explain technical concepts to non-technical stakeholders . . Problem-solving mindset with customer empathy . . Comfortable working independently in a remote environment . . Availability to work North American time zones (9:00 AM – 6:00 PM EST). . Company Location: Philippines.