Support Engineer at Exa · LumiJobs

Responsibilities

Support Engineers make sure every committed Exa customer gets their problem solved, fast, around the clock. We run support AI-first: AI tools like Pylon and agents triage tickets, answer them and resolve what they can. You take on what the AI can't: the hard, ambiguous technical problems that need a real engineer.
You'll have the same technical depth as our Forward Deployed Engineers. You'll dig into the API, SDKs and customers' integrations, reproduce bugs, and open pull requests with fixes for our engineers to review. When a problem truly needs Engineering, you escalate it with everything they need to act, and you stay the customer's point of contact until it's resolved. This is not a script-reading role. You are an engineer who owns the fix.
Build the support system: configure our Pylon instance and set up robust ticket tracking, SLA tracking and automations that make the support function as efficient as possible
Resolve the tickets the AI can't, troubleshooting across the API, SDKs and customer integrations
Reproduce bugs and fix them, opening pull requests directly for Engineering to review
Escalate to Engineering with full context when you can't solve it yourself: reproduction steps, logs, customer impact and what you've already ruled out
Own every customer follow-up on your tickets, including escalated ones, until the issue is resolved
Make the AI first line better by improving docs, the knowledge base and our Pylon and agent workflows, so more tickets resolve without a human
Keep the follow-the-sun handoff tight: end each shift with an automated handoff that gives the next Support Engineer full context on open tickets
Work with the account team (Account Executives, Forward Deployed Engineers), keeping them informed on tickets from their accounts and flagging account-level risk early
Handle escalation management: watch account health signals, largely through AI, raise every contraction or churn risk to the account team and leadership with requested actions and owners, and follow it until resolved
Spot patterns across tickets and turn them into product feedback and fixes

Support Engineer

Responsibilities

Qualification

Required

Benefits

Company

Exa

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