4 months ago
Buenos Aires, Argentina +3 moreSenior
Responsibilities
- Own difficult customer production problems across APIs, integrations, customer-side JavaScript, agent behavior, and data.
- Work directly with customers, including joining calls to diagnose and resolve issues quickly.
- Debug prompts, knowledge bases, configurations, and models in AI-agent workflows under real traffic.
- Build automation, tools, and runbooks that prevent recurring issues and improve team self-service.
- Provide structured, metrics-backed feedback to Product and surface recurring patterns for product improvements.
- Create clean reproductions and escalate genuine product bugs, infrastructure issues, and outages.
- Document solutions and raise the broader team’s ability to resolve similar problems.
Requirements
- Experience solving ambiguous technical problems end to end using customer reports, logs, and code.
- Comfort communicating directly with customers and resolving issues collaboratively.
- Fluency with AI agents, prompts, LLM workflows, knowledge bases, intent classification, and retrieval.
- Working familiarity with Node.js, TypeScript, React, Express, JavaScript, and backend services, or the ability to ramp quickly.
- Ability to write diagnostic SQL against PostgreSQL and navigate customer-side browser code.
- Fluency with AI coding tools such as Claude Code or equivalent.
- Ability to identify automation opportunities, create internal tools, and drive fixes without an established process.
- Preferred experience with Grafana, Honeycomb, Sentry, or internal tooling that converts manual work into systems.
- Ecommerce or direct-to-consumer experience is a plus but is not required.
Benefits
- Fully distributed, global, async-first work environment.
- Great salary plus equity or stock grants.
- Learning budget.
- Premium ChatGPT, Claude, Perplexity Pro, Cursor, and Lovable accounts for employees.
- Quarterly budget for additional AI tools.
- Autonomy, substantial ownership, and a path toward forward-deployed or platform engineering work.
Tech Stack
Categories
About Siena AI
Siena AI builds an autonomous customer service platform for consumer and e-commerce brands, using LLM-based agents to handle support, drive sales, and surface insights across channels and languages. The company sells its software to enterprises and serves brands such as FIGS, Spanx, Brooklinen, HexClad, Kitsch, and Grüns. Founded in 2023 and headquartered in New York, it is privately held and raised seed funding in 2024.