3 hours ago
Base Salary
$115k - $225k/yr
Responsibilities
- Configure Exa's Pylon-based support system, including ticket tracking, SLA tracking, and automations.
- Resolve complex tickets involving the API, SDKs, and customer integrations.
- Reproduce bugs and open pull requests with fixes for engineering review.
- Escalate unresolved issues with reproduction steps, logs, customer impact, and prior investigation details.
- Own customer follow-up on tickets, including escalated issues, until resolution.
- Improve documentation, the knowledge base, Pylon workflows, and AI-agent workflows.
- Create automated handoffs for the follow-the-sun support team.
- Coordinate with Account Executives and Forward Deployed Engineers on account tickets and risks.
- Monitor account health signals, escalate contraction or churn risks, and track actions through resolution.
- Identify patterns across tickets and convert them into product feedback and fixes.
Requirements
- Several years of hands-on programming experience, including the ability to read and debug unfamiliar code and open pull requests in a production codebase.
- Experience troubleshooting APIs, SDKs, or distributed systems in production, ideally involving search, retrieval, LLMs, or data pipelines.
- A structured approach to ambiguous problems, including forming hypotheses and testing them.
- Ability to judge when to continue investigating versus escalating and explain technical issues clearly to customers and engineers.
- Comfort using AI tools and agents in daily work.
- Availability for shift work in a 24/7 follow-the-sun support model.
- Experience as a software engineer, support engineer, solutions engineer, or site reliability engineer at a developer-tools, API, or AI company is a potential advantage.
- Experience building with LLMs, RAG, or agents; creating automations or AI workflows; and reasoning about retrieval and search quality may be advantageous.
Benefits
- In-person work in San Francisco.
- Premium medical, dental, and vision healthcare benefits.
- Fertility benefits.
- Monthly wellness stipend.
- 24/7 follow-the-sun support model with shift work.
Categories
Solutions Engineering
About Exa
Exa builds a web-scale search engine and API for AI agents and developer applications, combining its own crawler, embedding models, and high-performance vector search. It sells usage-based APIs and enterprise integrations that power retrieval-augmented generation, browsing, and automation on live web content. The company runs large crawling infrastructure and dedicated GPU clusters to continuously index and embed pages, and ships low-latency search components written in Rust.