Support Engineer

Exa Support EngineerSupport Engineers make sure every committed Exa customer gets their problem solved, fast, around the clock. We run support AI-first: AI tools like Pylon and agents triage tickets, answer them and resolve what they can. You take on what the AI can't: the hard, ambiguous technical problems that need a real engineer.You'll have the same technical depth as our Forward Deployed Engineers. You'll dig into the API, SDKs and customers' integrations, reproduce bugs, and open pull requests with fixes for our engineers to review. When a problem truly needs Engineering, you escalate it with everything they need to act, and you stay the customer's point of contact until it's resolved. This is not a script-reading role. You are an engineer who owns the fix.In this role, you will:Build the support system: configure our Pylon instance and set up robust ticket tracking, SLA tracking and automations that make the support function as efficient as possibleResolve the tickets the AI can't, troubleshooting across the API, SDKs and customer integrationsReproduce bugs and fix them, opening pull requests directly for Engineering to reviewEscalate to Engineering with full context when you can't solve it yourself: reproduction steps, logs, customer impact and what you've already ruled outOwn every customer follow-up on your tickets, including escalated ones, until the issue is resolvedMake the AI first line better by improving docs, the knowledge base and our Pylon and agent workflows, so more tickets resolve without a humanKeep the follow-the-sun handoff tight: end each shift with an automated handoff that gives the next Support Engineer full context on open ticketsWork with the account team (Account Executives, Forward Deployed Engineers), keeping them informed on tickets from their accounts and flagging account-level risk earlyHandle escalation management: watch account health signals, largely through AI, raise every contraction or churn risk to the account team and leadership with requested actions and owners, and follow it until resolvedSpot patterns across tickets and turn them into product feedback and fixesRequirements:Several years of hands-on programming experience. You can read and debug unfamiliar code, and you're comfortable opening pull requests in a production codebaseExperience troubleshooting APIs, SDKs or distributed systems in production, ideally with search, retrieval, LLMs or data pipelinesA structured approach to ambiguous problems: you ask the right questions, form hypotheses and test themClear judgment on when to keep digging and when to escalate, and the ability to explain a technical problem clearly to customers and engineersComfort working AI-first, with AI tools and agents as part of your daily workflowAvailability for shift work as part of a 24/7, follow-the-sun support modelYou might excel if you...Have worked as a software engineer, support engineer, solutions engineer or site reliability engineer at a developer-tools, API or AI companyHave built with LLMs, RAG or agents, and can reason about retrieval and search qualityHave built automations or AI workflows that took repetitive work off a teamLike being the person who finally figures out what's going onCare deeply about the problem of organizing the world's knowledge and making it accessible to machinesThis an in-person opportunity in San Francisco. In addition to premium healthcare benefits (medical, dental, vision), we also offer fertility benefits and a monthly wellness stipend to all of our employees.Exa is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, veteran status, marital status, pregnancy or related conditions, criminal histories consistent with applicable law, or any other basis protected by applicable law.