Support Engineer

About the role

Support Engineering at Sierra Companies use Sierra’s Agent OS to design, deploy, and operate AI agents that serve their end-users across all channels and use-cases. As our business grows, an important part of providing the best service to our customers is having a dedicated Support Engineer role that can provide timely and high-quality support every time. We’re looking for our first Support Engineer: someone who loves debugging puzzles, enjoys helping people succeed, and thrives jumping into new technical problems. This role is zero-to-one—you won’t just answer questions. You’ll help design and build the entire support function, including the systems, tooling, and automation that power it, using Agent OS itself.

Responsibilities

• Help customers succeed with Agent OS
• Work directly with customers building agents on Sierra to debug issues and unblock them
• Investigate complex problems across multiple layers: agent building, integrations, APIs, product workflows, and infrastructure
• Understand the nuances of the issues our customers encounter by engaging deeply with them
• Translate complex technical issues into clear explanations and actionable solutions
• Build the support function from scratch
• Design Sierra’s support workflows, tools, and processes using the latest AI tools (Sierra’s Agent OS, Codex/Claude, etc.)
• Identify patterns across customer issues and drive improvements to the product and developer experience
• Create internal tooling to accelerate debugging and investigation
• Grow the team
• As one of the first Support Engineers at Sierra, a meaningful part of the role will be growing the function globally

Requirements

• You love debugging: You enjoy untangling complicated systems and figuring out why something isn’t working. You treat problems like puzzles.
• You enjoy helping people: You get energy from helping someone go from stuck and frustrated to successful.
• You have an engineering mindset: You’re comfortable reading code, working with APIs, investigating logs, and understanding distributed systems.
• You thrive using AI tools: The latest AI tools have made you 10x more productive and you love experimenting with new ways to leverage these tools.
• You bring a positive attitude: Customer issues can be stressful. You bring calm, optimism, and clarity to the situation.

Qualifications

• You have a strong background in software engineering and experience with AI tools such as Sierra’s Agent OS, Codex/Claude, etc.
• You have excellent problem-solving and debugging skills.
• You have experience working with customer-facing systems and have a passion for helping others succeed.
• You have a positive and supportive attitude towards troubleshooting and problem-solving.

Skills

• Strong problem-solving and debugging skills
• Experience with AI tools and platforms
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Passion for helping customers succeed

Benefits

• Flexible (unlimited) paid time off
• Medical, dental, and vision benefits for you and your family
• Life insurance and disability benefits
• Retailment plan dependent on country of employment
• Parental leave
• Fertility and family building benefits through Carrot
• Lunch, as well as delicious snacks and coffee to keep you energized
• Discretionary benefit stipend giving people the ability to spend where it matters most
• Free alphorn lessons

Pay

Details on pay are confidential and will be shared during the interview process.

Schedule

Details on schedule are confidential and will be shared during the interview process.