Technical Support Engineer

About the role

You own the space between our customers and Engineering. As Technical Support Engineer, you take Tier 2+ escalations end-to-end: diagnose, resolve, close. You pull in engineers only when there's a genuine product bug or infrastructure issue underneath - not as a default path. You'll work directly with the e-commerce brands running Siena's AI agents across complex integration environments. You'll sit within the Engineering org, report to our Support Manager, and collaborate with Engineering on the issues that actually require them. What separates this from a senior IC support hire is what happens after the ticket closes. Every Tier 2+ resolution carries two follow-up questions you own: 1) Does this pattern belong back in Tier 1? 2) How do you build the system so the next instance never escalates, or reaches you faster? Runbooks, auto-routing, observability access for the Support team - that's the leverage this role is built to create. When the Tier 2+ queue is quiet, you work Tier 1 tickets alongside the Support team, staying close to the volume that tells you what to systematize next. The bar: diagnose it, resolve it, make the system better so it happens less often.

Responsibilities

• Own technical resolution end-to-end
• You take full ownership of Tier 2+ escalations. You diagnose and resolve without pulling in engineers unless there's an actual product bug or infrastructure issue underneath.
• You debug API integrations independently: auth failures, webhook issues, data sync gaps, rate limiting, intermittent failures, provider-specific limitations.
• You diagnose and resolve customer-side JavaScript issues: widget behavior, event tracking, data passing, script conflicts, cross-browser bugs.
• You triage AI and chatbot behavior - wrong answers, workflow misconfiguration, hallucination patterns, Custom Action misfires - tracing whether the issue is prompt, KB, workflow config, or model.
• You run diagnostic SQL on data discrepancies, missing records, and report mismatches.
• When the escalation queue is clear, you work Tier 1 tickets alongside the Support team, staying close to the patterns that tell you what to systematize next.
• Build leverage, not just resolution
• After every Tier 2+ resolution, you ask: can this move back to Tier 1? If a pattern can be handled by the Support team with a runbook or training, you move it back.
• You build and maintain internal documentation for common failure modes, turning one-off resolutions into team-wide capability.
• You scope and drive systemic improvements: auto-routing, observability access, tools that turn recurring manual tasks into repeatable systems.
• You surface patterns, recurring bugs, and product gaps to Engineering systematically - not ad hoc.
• Own the customer-facing experience
• You own complex technical issues directly with customers. You're the technical face of Siena when depth is required.
• You translate complex technical problems into clear explanations for customers and non-technical teammates.
• You manage expectations confidently through multi-step debugging processes.
• You escalate to Engineering only when an issue genuinely requires a code fix, infrastructure access, or schema migration.
• Work at the edge of AI-native infrastructure
• You support customers integrating with Siena's AI agents across Shopify, Gorgias, Zendesk, Kustomer, Gladly, and custom environments.
• You troubleshoot LLM-based agent behavior, integration edge cases, and platform failures.
• You use AI tools actively in your diagnostic workflow. You're not just supporting AI products - you're fluent in them.

Requirements

• Technical skills
• You have 1+ year of technical support at a SaaS company. You've owned hard technical threads end-to-end, from customer report to closed ticket, without handing the thread to engineering.
• You debug REST APIs, webhooks, auth flows, JSON, and HTTP protocols. You find the break a

Additional Information

Meet Siena Siena is the first intelligence layer for customer experience. We're creating an operating system of AI agents that learn, remember, and act across every customer touchpoint-from support conversations to shopping experiences to voice and social media interactions. Siena doesn't just automate support; it powers shopping agents, builds persistent customer memory, generates actionable business insights, and creates empathetic interactions that feel human. We're transforming how businesses understand and connect with their customers, turning every interaction into intelligence that makes the next one better. The team We're a small, distributed team that punches way above our weight. Every person here has outsized impact because we've built leverage into everything we do. This philosophy makes us faster and, frankly, more fun to work with. If you're excited about building something that doesn't exist yet, keep reading. We're building agents that don't just respond to customers-they remember them, learn from every interaction, and connect experiences across channels.

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