AI Solution Engineer

About the role

We're hiring an AI Solution Engineer to help our customers successfully adopt and operate Broccoli in their day-to-day business. This is a highly technical, customer-facing role for someone who enjoys troubleshooting complex issues, working directly with users, and partnering cross-functionally to improve product quality and customer outcomes.

Responsibilities

• Resolve customer issues across product, workflow, and technical support queues
• Investigate issues related to AI agents, call flows, messaging, booking workflows, and platform integrations
• Partner with Engineering and Product to escalate bugs, document patterns, and close feedback loops
• Communicate clearly with customers and internal teams about issues, expectations, and resolutions
• Help define and improve support processes, documentation, and quality standards as the team grows
• Support a wide range of customers, from SMB operators to larger enterprise accounts
• Contribute to a strong customer experience while balancing speed, quality, and technical rigor

Requirements

• 3+ years of experience in technical support, product support, solutions engineering, or a similar customer-facing technical role
• Strong troubleshooting instincts and the ability to work through ambiguous technical issues
• Experience reading logs, investigating system behavior, and using ticketing/support tools like Zendesk or similar
• Comfort working directly with customers and managing communication throughout issue resolution
• Interest in AI products and enthusiasm for working in a fast-moving environment where AI is central to the product and day-to-day work
• Strong judgment, ownership, and willingness to learn quickly

Qualifications

• Education is not a major factor; we care more about relevant experience and capability
• Nice to have:
• Experience supporting SaaS products in a ticket-based environment
• Experience with SQL, JavaScript, APIs, or light scripting
• Experience in AI, communications, VoIP, or workflow automation products
• Experience supporting mid-market or enterprise customers
• Experience working closely with Product and Engineering on escalations and bug reporting