Support Engineer (AI-First)
$100k/y-$115k/y
Hedraa day ago
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OnsiteFull-timeEntry
Summary
Hedra is seeking a Support Engineer (AI-First) to join their team in San Francisco, CA. The role involves designing, building, and running systems that power Hedra's AI-first customer support.
About the Role
As a Support Engineer (AI-First), you will operate production-grade AI support workflows, act as the human escalation point for key accounts, and collaborate with Engineering and Product teams to enhance customer experience through support signals.
About You
Required:
- Built or operated technical support for a developer-facing or complex product (B2B SaaS, infra, AI, APIs), including escalation ownership.
- Strong debugging skills across APIs and web apps, with the ability to communicate root-cause hypotheses.
- Comfortable reading and shipping code/scripts (Python and/or TypeScript) to automate workflows.
- Experience building durable support operations including SLAs and incident communications.
- Hands-on experience improving LLM-powered workflows with a focus on correctness and safety.
- Strong customer-facing communication skills.
Preferred:
- Built evaluation/QA for AI systems including automated checks and regression tests.
- Experience with Intercom/Zendesk/Front and knowledge base workflows.
- Background in observability/monitoring and incident response practices.
- Experience supporting generative media or creative tooling.
- Experience managing vendors/BPO or building a small support team.
Benefits
- Competitive compensation and equity.
- 401k.
- Healthcare (Silver PPO Medical, Vision, Dental).
- Lunch and snacks at the office.
Hedra
The next generation multimodal content creation platform, powered by Character-3 ✨ careers @ https://jobs.ashbyhq.com/hedra
San Francisco, CA