Support Engineer

New York City Metropolitan Area & Shelton, CT • Full-Time Position Overview Based in New York City's vibrant Flatiron District, Hatz AI is at the forefront of building innovative technologies. At Hatz AI, you will have the opportunity to explore new state-of-the-art AI technologies and help MSPs and SMBs use the product with confidence. We're at the forefront of an AI transformation that's happening right now. While employees across America are secretly using AI tools to boost productivity, businesses need a trusted, secure way to embrace this technology. Key Responsibilities Triage and resolve support ticketssubmitted by MSPs, partner administrators, tenant admins, and end users, working within Hatz's MSP-led support model (MSPs/partner owners open or join tickets for end-customer issues). Serve as a confident, customer-facing voice for Hatz AI and our MSP partners — comfortable speaking with customers, asking thoughtful questions, and keeping conversations clear, helpful, and human. Investigate break/fix issues: suspected bugs, errors, degraded behavior, failed workflows, failed connections, generated-file problems, and product behavior that doesn't match the docs. Resolve access and account issues: login, invites, roles, permissions, SSO, SCIM, MFA, tenant access, and account setup. Handle credits and usage questions: usage explanations, credit limits, reset timing, unexpected consumption, and usage-blocked questions. Coordinate billing, security, compliance, and legal requests by routing to appropriate owners. Support incident response: handle active outage questions, production-impacting symptoms, and account-specific impact during incidents. Classify and routerequests that are valuable but not break/fix support work — custom workflow design, prompt consulting, training, managed services, roadmap commitments — to the appropriate path (Use Case Workshop, account team, paid engagement, etc.). Gather structured contexton every ticket: issue type, impact, urgency, affected account/tenant, affected user/role, expected vs. actual behavior, and evidence (screenshots, error text, timestamps, workflow/chat links). Answer from docs firstwhere possible, escalating to a structured ticket only when account-specific investigation is needed. Partner with engineeringto reproduce bugs, provide clean repro steps, and validate fixes before closing tickets. Contribute to internal knowledgeby flagging gaps in documentation and writing or improving help-center articles. Who You’ll Support MSPs and partner administrators— the primary support path; help with tenants, users, roles, SSO, SCIM, workflows, agents, integrations, billing, usage, and account setup. Tenant admins and customer users— investigate when the MSP or verified partner owner opens the ticket, joins it, or confirms the support path. End users— guide them to their MSP or internal Hatz admin first; Hatz does not provide direct support to an MSP's end customers as the primary path. What Makes You A Great Fit 2+ years in technical support, application support, or a similar customer-facing engineering role (SaaS, platform, or MSP/IT tools experience a plus). Strong troubleshooting instincts — comfortable reading logs, reproducing issues, forming hypotheses, and confirming root cause. Solid written communication; you can turn a vague partner report into a well-structured ticket with impact, urgency, and evidence. Familiarity with identity and access concepts (SSO, SCIM, MFA, roles/permissions) and basic tenant/multi-tenancy models. Comfortable with credit/usage/billing concepts and explaining them clearly to non-technical partners. Disciplined about routing — you know when something is a bug vs. a config issue vs. a usage question vs. a billing/legal handoff vs. product feedback vs. an enablement request. Adaptable in a fast-moving technology environment — you understand that what is true today may evolve tomorrow, and you can stay steady, curious, and solution-focused when the path is not perfectly defined. Genuinely excited to learn, grow, and build new skills as the product, customers, and support model continue to evolve — extra credit if you enjoy the occasional “well, that changed quickly” moment. Bonus experience with AI/LLM platforms, workflow builders, or MSP/PSA tooling (e.g., ConnectWise). Nice-to-Haves Experience writing or maintaining customer-facing documentation. Prior exposure to security/compliance workflows (SOC reports, DPAs, security questionnaires). Familiarity with incident management and on-call rotation practices. Competitive salary and equity Competitive salary and equity Comprehensive health, dental, and vision insurance life and disability insurance, and 401(k) with match equity Opportunities for professional development and career growth. A collaborative and inclusive work environment. Equal Opportunity Statement Hatz AI is proud to be an equal opportunity employer. We are committed to building a diverse, inclusive team and welcome applicants of all backgrounds, identities, and experiences. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. We believe that diverse perspectives make for better products and a stronger company — and we're actively working to build a team that reflects that belief. #J-18808-Ljbffr Hatz AI, Inc.