Technical Support Engineer

About SienaSiena is building enterprise empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform. If you're excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI. Our AI-First PhilosophyAt Siena, AI isn't just a tool—it’s embedded in our DNA. We believe that leveraging AI-first workflows empowers individuals to work smarter, faster, and more creatively. Our team embraces AI-powered augmentation in everything we do, from research to execution, making us more efficient and innovative every day. About the RoleWe're seeking an exceptional Technical Solutions Engineer to join our Customer Experience team at Siena. This isn't your typical support role: you'll be solving complex engineering problems that directly impact our customers' success. You'll work at the intersection of customer experience and deep technical problem-solving, becoming the bridge between our customers and our engineering team. What makes this role specialReal Engineering Work: Debug production systems, write code, and deploy solutionsDirect Customer Impact: Your technical expertise directly drives customer success and retentionGrowth Opportunity: Join a rapidly scaling AI company with significant career advancement potentialTechnical Leadership: Own end-to-end technical investigations and become the go-to expert for complex issuesWhat You'll DoTechnical problem solvingDebug complex API failures, LLM hallucinations, and integration bugs using production toolsAnalyze system traces in Honeycomb and other observability platformsWrite and deploy JavaScript code snippets for customer website integrationsPerform root cause analysis on system-level issues and data inconsistenciesAI & LLM expertiseTroubleshoot and optimize prompt engineering configurationsDiagnose LLM response issues and implement solutionsWork with AI model behaviors and performance optimizationDebug autonomous agent workflows and decision-making processesIntegration & developmentFix customer integration issues through code modificationsDeploy and maintain JavaScript implementations for Live Chat and Shopping Agent featuresWork with REST APIs, webhooks, and third-party integrationsCreate technical documentation and implementation guidesCustomer EngineeringConduct technical deep-dives with customer engineering teamsLead complex technical implementations and migrationsProvide architectural guidance for customer integrationsEscalate and collaborate with Product Engineering only when necessaryProcess & documentationOwn technical investigations from initial report to final resolutionCreate detailed technical documentation and runbooksBuild debugging workflows and troubleshooting guidesContribute to internal tools and automationWho You AreTechnical skills3+ years of software engineering experience with production systemsStrong programming background in JavaScript, Python, or similar languagesAPI debugging expertise - REST APIs, JSON, HTTP protocols, authenticationProduction systems experience - logs analysis, monitoring tools, system debuggingDatabase knowledge - SQL queries, data analysis, performance troubleshootingAI/LLM expertise (preferred)Experience with LLMs, prompt engineering, or AI model integrationUnderstanding of machine learning concepts and model behaviorExperience with AI APIs (OpenAI, Anthropic, etc.)Customer-facing skillsExcellent English communication (written and verbal)Experience explaining technical concepts to non-technical stakeholdersProblem-solving mindset with customer empathyAbility to work independently in a remote environmentWork NA time zones - 9:00 AM EST - 6:00 PM ESTWhy Join UsWe’re a startup, so no fancy offices or corporate fluff. But here’s what we do offer:Make a real impact. Your work directly shapes our product and company. A Voice that matters. In a small team, every perspective counts—yours included. Working at Siena. We are a fully remote, globally distributed team working at the bleeding edge of CX and generative AI. Competitive compensation. Great salary plus the opportunity for equity or stock grants. Flexible time off. Take at least 15 days—more if you need it. A Learning budget. If you're growing, so are we. The thrill of building something new. Join us at a stage where your contributions matter most. Tackling meaningful challenges. We’re redefining how work gets done through AI. Our valuesWe’re not about corporate jargon—here’s what truly matters to us:Curiosity and creativity: You always seek new knowledge, ask questions, and explore different perspectives to deepen your understanding. Customer empathy: You are driven by our customers’ success. You see needs they can’t articulate. Resilience: You bounce back from setbacks, adapt to change, and thrive in the face of challenges. Ownership and autonomy: When things break, you fix first, explain later. Relationships: You create bonds with your colleagues - building trust and sharing success. Craft and speed: You balance vision with pragmatism. Your standards pull everyone higher. Open and direct: You share and receive feedback. You are open about what’s working and what not. AI-First ToolingTo ensure you stay at the cutting edge of AI-driven work, we provide:Perplexity Pro accountChatGPT Pro accountClaude Pro accountQuarterly budget for experimenting with new AI toolsA culture that encourages AI experimentation and adoptionWe encourage our team to explore and integrate AI tools into their workflows, allowing them to maximize efficiency and innovation in their roles. At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. If that’s you, we look forward to your application. Siena provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. Originally posted on Himalayas Apply To this Job