Broccoli The AI Tech Support (Early Shift) at Broccoli provides technical support to customers using AI-powered contractor software. This role troubleshoots complex issues, partners with Engineering and Product teams, and improves support processes.
Responsibilities
We’re hiring an AI Tech Support to help our customers successfully adopt and operate Broccoli in their day-to-day business.
This is a highly technical, customer-facing role for someone who enjoys troubleshooting complex issues, working directly with users, and partnering cross-functionally to improve product quality and customer outcomes. You’ll be on the front lines helping contractors and internal teams resolve issues, surface patterns, and make our AI systems more reliable over time.
You’ll work closely with Engineering and Customer Success to solve problems quickly, improve internal processes, and help shape how support operates as we scale.
This opening covers our early shift, running 5:00 AM – 2:00 PM MT, to extend support coverage earlier in the day.
Resolve customer issues across product, workflow, and technical support queues
Troubleshoot deeply using logs, internal tools, SQL, and other debugging workflows
Investigate issues related to AI agents, call flows, messaging, booking workflows, and platform integrations
Partner with Engineering and Product to escalate bugs, document patterns, and close feedback loops
Communicate clearly with customers and internal teams about issues, expectations, and resolutions
Help define and improve support processes, documentation, and quality standards as the team grows
Support a wide range of customers, from SMB operators to larger enterprise accounts
Contribute to a strong customer experience while balancing speed, quality, and technical rigor
Qualification
Experience reading logsExperience with SQLExperience in AILocationIn-officeSchedule
Required
3+ years of experience in technical support, product support, solutions engineering, or similar customer-facing technical role
Strong troubleshooting instincts and ability to work through ambiguous technical issues
Experience reading logs, investigating system behavior, and using ticketing/support tools
Preferred
Experience supporting SaaS products in a ticket-based environment
Experience with SQL, JavaScript, APIs, or light scripting
Experience in AI, communications, VoIP, or workflow automation products
Experience supporting mid-market or enterprise customers
Experience working closely with Product and Engineering on escalations and bug reporting
Location: Lehi, Utah
In-office: Hybrid, Tuesdays in office; relocation not offered
