Technical Support Engineer
Role Overview
This mid-level Technical Customer Success Engineer role involves proactively maintaining and optimizing AI workflows for high-value enterprise customers, including auditing and migrating workflows to latest models, while providing expert technical support by troubleshooting complex issues and guiding customers on best practices. You'll work closely with Solutions Architects in a fast-paced, remote team, ensuring customers achieve success with AirOps' content engineering platform and directly impacting customer retention and satisfaction.
Perks & Benefits
The role offers remote work with flexible time off and a competitive benefits package tailored to your location, including equity in a fast-growing startup and parental leave. It implies a collaborative, fun-loving team culture that values curiosity, quality, and respectful candor, with career growth opportunities in a high-growth environment, though time zone expectations are not specified but likely flexible given the remote setup.
Full Job Description
About AirOps
AirOps is the first end-to-end content engineering platform built for the AI era. In a world where discovery is shifting from traditional search to AI-driven platforms, we help brands get found—and stay found. We are currently in a phase of hyper-growth, having 5x’d our revenue in the last year by helping marketing teams at Ramp, Chime, Carta, and Rippling turn content quality into a durable competitive advantage.
Our platform equips marketers to navigate the new discovery landscape, prioritize high-impact opportunities, and create accurate, on-brand content that earns citations from AI and trust from humans. Backed by Greylock, Unusual Ventures, Wing VC, and Founder Collective, we are building the intelligent systems that will empower the next generation of marketing leaders. AirOps is headquartered in San Francisco, New York and Montevideo.
We're looking for a Technical Support Engineer who will be responsible for two core functions: proactively maintaining and optimizing workflows for our highest-value customers, and providing expert technical support. You'll regularly audit workflows to ensure they're using the latest models and best practices, while also serving as a trusted technical advisor who troubleshoots issues and guides customers toward success.
What You’ll Do
Proactive workflow maintenance
Perform workflow reviews across your book of business
Audit, update, and migrate workflows to latest model versions and best practices
Work closely with Solutions Architects to ensure customers have the most up-to-date workflows and coordinate migrations when new models and features ship
Communicate recommended changes, timelines, and expected impact with customers
Technical support excellence
Troubleshoot complex workflow issues
Guide customers building on AirOps with best-practice architecture
What You’ll Bring
2–4 years in Support Engineering, Solution Engineering, Technical Account Management, Product, BizOps, or Analytics at a high-growth startup
Proven track record running complex, multi-threaded customer programs in hybrid environments
Hands-on experience with LLMs and AI techniques, including prompt engineering and retrieval
Strong troubleshooting skills across APIs, data flows, and workflow orchestration
Comfort with workflow automation tools like Zapier
Analytical rigor with the ability to diagnose patterns and quantify impact
Excellent project management using tools like Linear, Airtable, and Asana
Clear, concise written and verbal communication
Customer empathy and curiosity — you listen deeply, uncover root causes, and advocate for customer outcomes
Our Guiding Principles
Extreme Ownership
Quality
Curiosity and Play
Make Our Customers Heroes
Respectful Candor
Benefits
Equity in a fast-growing startup
Competitive benefits package tailored to your location
Flexible time off policy
Parental Leave
A fun-loving and (just a bit) nerdy team that loves to move fast!
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