Technical Support Engineer

Role Overview

We are seeking a Technical Support Engineer based in Saudi Arabia to assist developers and enterprise clients with operation and troubleshooting on a dynamic generative AI platform. This role entails addressing complex issues related to APIs, authentication, and system integrations while collaborating with engineering and commercial teams to enhance product reliability and customer satisfaction.

Key Responsibilities

• Deliver in-depth technical support on APIs, platform functionalities, user interface challenges, and integration errors.
• Interact with users via channels such as email, chat, and Slack maintaining excellent responsiveness and customer experience standards.
• Diagnose and resolve API-related issues including OAuth and API key authentication, HTTP errors, malformed requests, rate-limiting, and configuration errors.
• Conduct thorough analysis of API logs, error messages, payloads, and monitoring data to identify root causes.
• Manage support tickets efficiently following SLA guidelines, prioritize urgent cases, document findings, and escalate when necessary.
• Replicate bugs and unusual issues, work closely with developers to communicate technical insights and assist in problem resolution.
• Serve as an advocate for customers by providing structured feedback about recurring problems, platform performance, and improvement areas.
• Participate in feature validation, testing new releases, and verifying infrastructure changes prior to production deployment.
• Create and update comprehensive technical documentation including FAQs, troubleshooting guides, and common issue resolutions.
• Enhance customer self-help resources and optimize support processes to improve service scalability and efficiency.
• Work cross-functionally with engineering, sales, and other teams to ensure thorough problem resolution and feedback integration.

Essential Qualifications

• Proven background in technical support or related engineering roles with a strong customer-centric focus supporting technical platforms or products.
• Advanced problem-solving skills with a structured approach to troubleshooting web applications, cloud services, APIs, and backend systems.
• Hands-on expertise with REST APIs including analyzing requests/responses, HTTP errors, and backend integrations.
• In-depth knowledge of authentication protocols such as OAuth2, JWT, and API key flows.
• Experience using observability tools for monitoring, logging, and production issue analysis.
• Familiarity with AI platforms, machine learning systems or data-heavy application environments is highly advantageous.
• Exceptional ability to communicate complex technical concepts clearly and empathetically to diverse audiences.
• Strong technical writing skills for producing user manuals, FAQs, and knowledge-base content.
• Excellent customer orientation demonstrated through patience, empathy, accountability, and commitment to successful outcomes.
• Capability to manage priorities effectively under pressure while handling multiple cases simultaneously.
• Self-motivated and capable of independent work, yet able to collaborate effectively across teams.
• Proactive mindset focused on continuous improvement and process optimization.
• Familiar with collaboration tools like Slack, Linear, Notion, and GitHub.
• Fluent professional English communication skills, both written and spoken.
• Comfortable working in fast-paced environments where AI technologies evolve rapidly.

Compensation and Benefits

• Competitive remuneration package including salary and equity.
• Engaging and challenging work at the forefront of generative AI, APIs, infrastructure, and developer platforms.
• Extensive opportunities for professional growth aligned with platform and AI ecosystem advancements.
• Participation in team-building events and offsite gatherings.
• Close collaboration with customers, engineering experts, and other technical stakeholders.
• Exposure to state-of-the-art AI infrastructure and scalable generative media technology.
• Chance to influence product dependability, documentation quality, developer experience, and customer success directly.

Additional Information

This position is offered through a partnership where the application process and subsequent decisions are managed by the partner company. An AI-enhanced recruitment system ensures a fair and prompt candidate review, although human judgment finalizes hiring.

Applicants’ personal data will be processed in accordance with applicable privacy laws for recruitment purposes and may involve partial use of AI tools for application review and analysis.