Job Overview
Location
San Francisco, CA
Job Type
Full-time
Category
Customer Support
Date Posted
March 24, 2026
Full Job Description
đź“‹ Description
- • As Sierra Technologies’ first Support Engineer, you will play a foundational role in shaping how the company delivers exceptional customer experiences for its Agent OS platform, directly enabling businesses to build, deploy, and operate AI agents that serve end-users across global markets. Your work will be critical in ensuring customer success by resolving complex technical issues and establishing the support infrastructure that scales with Sierra’s rapid growth.
- • You will work directly with customers building AI agents on Sierra’s Agent OS to debug issues, unblock progress, and ensure seamless deployment across channels and use-cases, acting as the primary technical liaison between product and user.
- • You will investigate complex, multi-layered problems spanning agent configuration, third-party integrations, API behaviors, product workflows, and underlying infrastructure, requiring deep systems thinking and methodical root-cause analysis.
- • You will engage deeply with customers to understand not just the symptoms of technical issues but their business impact, translating intricate technical challenges into clear, actionable explanations and solutions tailored to both technical and non-technical stakeholders.
- • You will help design and build Sierra’s support function from the ground up, leveraging cutting-edge AI tools including Agent OS, Codex, and Claude to create intelligent workflows, automation, and internal tooling that accelerate issue resolution and improve support efficiency.
- • You will identify recurring patterns in customer-reported issues and drive product and developer experience improvements by feeding insights back into engineering and product teams, acting as a critical voice of the customer.
- • You will create internal tooling—such as diagnostic scripts, knowledge bases, and ticketing enhancements—to reduce mean time to resolution and empower both customers and internal teams to self-serve more effectively.
- • As one of the first Support Engineers, you will help grow the support function globally to enable around-the-clock coverage for Sierra’s international customer base spanning San Francisco, Atlanta, New York, London, Paris, Madrid, Munich, Singapore, Japan, and Sydney.
- • You will embody Sierra’s core values—Trust, Customer Obsession, Craftsmanship, Intensity, and Family—by demonstrating accountability, empathy, and relentless focus on outcomes while maintaining a sustainable, supportive work culture that values balance and personal well-being.
- • You will have the opportunity to learn and master Sierra’s Agent OS platform at a deep technical level, gaining expertise in AI agent development, integration patterns, and enterprise-scale deployment while contributing to the evolution of a pioneering AI-native support model.
- • You will develop rare cross-functional skills in technical troubleshooting, customer advocacy, AI tool utilization, and support operations design—positioning you at the forefront of the emerging field of AI-powered customer experience engineering.
🎯 Requirements
- • Proven experience debugging complex technical issues across software systems, APIs, integrations, or distributed environments, with a strong inclination to treat problems as puzzles to be solved.
- • Demonstrated passion for helping people succeed—energized by guiding frustrated users to resolution through clear communication, empathy, and patient problem-solving.
- • Comfort reading and interpreting code, working with APIs, analyzing logs, and understanding distributed systems, reflecting an engineering mindset even if not in a pure software development role.
- • Enthusiasm for leveraging cutting-edge AI tools (such as LLMs, AI-assisted coding, or automation platforms) to enhance productivity and innovate on support processes.
- • A positive, calm, and optimistic attitude that brings clarity and reassurance to high-pressure customer situations, aligning with Sierra’s values of Trust and Family.
🏖️ Benefits
- • Flexible (Unlimited) Paid Time Off to support work-life balance and personal well-being.
- • Comprehensive Medical, Dental, and Vision coverage for employees and their families.
- • Retirement Plan (e.g., 401K) with company match to support long-term financial security.
- • Parental Leave and Fertility & Family Building benefits through Carrot, reflecting Sierra’s Family value.
- • Daily lunch, snacks, and coffee provided in-office to keep teams energized and connected.
- • Discretionary Benefit Stipend allowing personalized spending on wellness, learning, or lifestyle needs.
- • Free alphorn lessons as a unique cultural perk reflecting Sierra’s commitment to joy and personal growth.
Skills & Technologies
Go
Onsite
About Sierra Technologies, Inc.
Sierra Technologies builds conversational AI agents for large enterprises, enabling companies to deploy autonomous, brand-aligned customer service experiences across voice and digital channels. Its platform integrates with existing CRM, ERP, and commerce systems to resolve complex customer issues, automate workflows, and provide real-time insights while maintaining security and compliance standards.
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