AI Support Engineer - Toronto

Overview

AI Support Engineer to troubleshoot complex customer technical issues and help define world-class post-AGI support, working closely with customers and internal teams.

What you'll do

• Troubleshoot and resolve complex technical issues via support tickets and live calls.
• Investigate API failures, integration challenges, authentication errors, and production incidents.
• Provide end-to-end ownership through debugging logs, system analysis, and reproducing issues.
• Escalate and partner with Engineering to troubleshoot, resolve, and prevent recurring problems.
• Improve internal tooling and workflows using scripting and emerging AI capabilities.
• Identify opportunities for automation and AI-powered workflows to increase team efficiency.
• Provide occasional holiday and weekend on-call coverage as needed.

What you'll need

• 8+ years of experience in User Operations, Engineering, Support Engineering, or similar roles.
• Comfort using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (e.g., Python).
• Expert-level SaaS troubleshooting skills.
• Polished enterprise communication and calmness during live incident calls.
• Proven experience building strong customer and cross-functional relationships to drive resolutions.
• Ability to clearly communicate complex technical issues to customers and internal teams.
• Bachelor’s degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience.