The toughest tickets do not require another person following a script. They demand someone capable of stepping into unclear situations, misconfigured systems, conflicting information, upset customers, and AI outputs that lead nowhere—then determining what actually went wrong. This position is designed for the support engineer who thrives on unsolved cases: replicating the failure, analyzing logs, tracking API behavior, examining JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI aggressively without accepting its output uncritically.
Most support organizations still operate using queues, templates, handoffs, and documented issue libraries. We are constructing something different. Standard support requests are increasingly managed by AI and L1 processes, meaning human expertise is allocated to the most challenging problems. AI is not replacing you in this role. It is the instrument you control, validate, question, and confirm.
This position is not about...