Exa Support Engineer, PAYGO at Exa responsible for handling inbound developer and company questions related to the PAYGO product. Debug issues, triage tickets, escalate bugs, and improve AI support tools.
Responsibilities
Thousands of developers and companies use Exa on pay-as-you-go. As the Support Engineer for PAYGO, you own all of their inbound questions: getting started, search quality, billing, errors, integrations, and real bugs. The volume is high and every day is different.
It's one of the fastest ways to learn Exa end to end. You'll work with our AI support tools, the docs, Product and Engineering, and you'll see what developers build with Exa before anyone else does. Some of the people writing in are tomorrow's biggest customers, and you'll be the one who spots them.
Own the PAYGO queue: answer what the AI first line can't, quickly and clearly
Debug with customers: reproduce issues with the API, read their code and send working fixes
Triage well: production issues and unhappy customers first, everything else in order
Escalate with full context: bugs to Engineering, product gaps to Product, and anything you can't resolve to the Support leader
Spot growth: flag PAYGO accounts that look like future enterprise customers to Sales
Improve the AI first line: fix the docs, help center and agent workflows so the same question doesn't need a human twice
Spot patterns across tickets and turn them into product feedback
Qualification
Programming experienceClearComfort working AI-firstEarly-career candidates are welcomeYou might excel if youHave worked in supportHave built side projects with LLMsExperience in supportBuilt side projects with LLMs
Required
Programming experience: you can read unfamiliar code, call an API and debug a failing request
Clear, short writing. Customers can act on your answers without coming back
You learn fast and keep quality high when the volume is high
Good judgment on what to answer yourself and what to escalate
Comfort working AI-first, with AI tools and agents as part of your daily workflow
Early-career candidates are welcome
You might excel if you...
Have worked in support, developer relations or a customer-facing technical role at a developer-tools, API or AI company
Have built side projects with LLMs, RAG or agents
Enjoy being the person who finally figures out what's going on
Want to grow into an FDE or Solutions Architect role over time
Care deeply about the problem of organizing the world's knowledge and making it accessible to machines
Preferred
Experience in support, developer relations or a customer-facing technical role at a developer-tools, API or AI company
