Technical Support Engineer

**About Siena**:Siena is building enterprise empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform.If you're excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI.**Our AI-First Philosophy**:At Siena, AI isn't just a tool—it’s embedded in our DNA. We believe that leveraging AI-first workflows empowers individuals to work smarter, faster, and more creatively. Our team embraces AI-powered augmentation in everything we do, from research to execution, making us more efficient and innovative every day.**About the Role**:We're seeking an exceptional **Technical Support Engineer** to join our Customer Experience team at Siena. This isn't your typical support role: you'll be solving complex engineering problems that directly impact our customers' success. You'll work at the intersection of customer experience and deep technical problem-solving, becoming the bridge between our customers and our engineering team.**What makes this role special**- ** Real Engineering Work**: Debug production systems, write code, and deploy solutions- ** Direct Customer Impact**: Your technical expertise directly drives customer success and retention- ** Growth Opportunity**: Join a rapidly scaling AI company with significant career advancement potential- ** Technical Leadership**: Own end-to-end technical investigations and become the go-to expert for complex issues**What You'll Do**:**Technical problem solving**- Debug complex API failures, LLM hallucinations, and integration bugs using production tools- Analyze system traces in Honeycomb and other observability platforms- Write and deploy JavaScript code snippets for customer website integrations- Perform root cause analysis on system-level issues and data inconsistencies**AI & LLM expertise**- Troubleshoot and optimize prompt engineering configurations- Diagnose LLM response issues and implement solutions- Work with AI model behaviors and performance optimization- Debug autonomous agent workflows and decision-making processes**Integration & development**- Fix customer integration issues through code modifications- Deploy and maintain JavaScript implementations for Live Chat and Shopping Agent features- Work with REST APIs, webhooks, and third-party integrations- Create technical documentation and implementation guides**Customer Engineering**- Conduct technical deep-dives with customer engineering teams- Lead complex technical implementations and migrations- Provide architectural guidance for customer integrations- Escalate and collaborate with Product Engineering only when necessary**Process & documentation**- Own technical investigations from initial report to final resolution- Create detailed technical documentation and runbooks- Build debugging workflows and troubleshooting guides- Contribute to internal tools and automation**Who You Are**:**Technical skills**- ** 3+ years of software engineering experience** with production systems- ** Strong programming background** in JavaScript, Python, or similar languages- ** API debugging expertise** - REST APIs, JSON, HTTP protocols, authentication- ** Production systems experience** - logs analysis, monitoring tools, system debugging- ** Database knowledge** - SQL queries, data analysis, performance troubleshooting**AI/LLM expertise (preferred)**- Experience with LLMs, prompt engineering, or AI model integration- Understanding of machine learning concepts and model behavior- Experience with AI APIs (OpenAI, Anthropic, etc.)**Customer-facing skills**- ** Excellent English communication** (written and verbal)- Experience explaining technical concepts to non-technical stakeholders- Problem-solving mindset with customer empathy- Ability to work independently in a remote environment- Work NA time zones - 9:00 AM EST - 6:00 PM EST**Why Join Us**:We’re a startup, so no fancy offices or corporate fluff. But here’s what we do offer:- ** Make a real impact.** Your work directly shapes our product and company.- ** A Voice that matters.** In a small team, every perspective counts—yours included.- ** Working at Siena.**We are a fully remote, globally distributed team working at the bleeding edge of CX and generative AI.- ** Competitive compensation.** Great salary plus the opportunity for equity or stock grants.- ** Flexible time off.** Take at least 15 days—more if you need it.- ** A Learning budget.** If you're growing, so are we.- ** The thrill of building something new.** Join us at a stage where your contributions matter most.- ** Tackling meaningful challenges.** We’re redefining how work gets done through