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Technical Support Engineer

Mia Labs Inc.

Job Overview

Location

Austin Office

Job Type

Full-time

Full Job Description

📋 Description

• As a Technical Support Engineer at Mia Labs, you will play a critical role in ensuring the reliability and performance of Mia’s AI-powered platform used by dealerships nationwide, directly impacting customer satisfaction and operational efficiency in the $1.2T automotive industry.
• You will serve as the Tier 2 escalation point for complex technical issues, bridging the gap between clients, engineering, and product teams to deliver timely resolutions and drive continuous improvement in system stability and scalability.
• Your day-to-day responsibilities will include triaging, tracking, and resolving client-reported issues across application and API layers, including Python services, third-party integrations, and Postgres databases, while monitoring ticket queues and application alerts to proactively detect and address performance anomalies.
• You will collaborate closely with Client Success, Engineering, and Product teams to conduct root cause analysis, implement lasting fixes, and escalate long-term solutions and feature enhancements based on client feedback and third-party integration failures.
• A key part of your role will involve creating and maintaining comprehensive documentation on commonly reported issues, root causes, and remediation steps to streamline support operations and empower both internal teams and clients.
• You will communicate technical concepts clearly to non-technical stakeholders, including dealership staff and third-party software vendors, ensuring alignment and transparency throughout the issue resolution process.
• By navigating ambiguity in a fast-paced startup environment, you will contribute to Mia’s mission of modernizing automotive retail through AI-driven automation that feels human, helping dealerships deliver seamless, personalized experiences at scale.
• This role offers the opportunity to grow your expertise in cloud platforms, API ecosystems, and enterprise support practices while making a tangible impact on the evolution of dealership operations in the 21st century.

🎯 Requirements

• 2+ years of experience in application, technical, or customer support
• Proficiency in debugging in Python or similar programming languages
• Experience with data analysis in PostgreSQL or similar relational databases
• Familiarity with RESTful APIs, Git SCM, and cloud platforms such as Azure, AWS, or GCP
• Demonstrated skills in issue tracking, root cause analysis, and structured troubleshooting with a methodical, detail-oriented approach
• Excellent communication skills, with the ability to communicate directly with clients and third-party software providers

🏖️ Benefits

• Equity participation through stock options
• Fully paid health, vision & dental insurance for employees
• Flexible PTO and hybrid schedule (3 days / week in downtown Austin)
• Free lunches, parking stipend provided, team events, and a casual, but get things done culture

Skills & Technologies

Python

PostgreSQL

AWS

Azure

GCP

Hybrid

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Mia Labs Inc.

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About Mia Labs Inc.

Mia Labs provides AI-driven computer-vision software that analyzes customer behavior and product interaction in physical retail environments. Its platform anonymously tracks shopper foot-traffic, dwell time, product engagement, and shelf attention using existing security cameras, converting video into real-time analytics dashboards. Retailers and brands use the data to optimize store layouts, planogram placement, staffing, and marketing campaigns with measurable impact on sales. The company targets grocers, convenience stores, and consumer-goods manufacturers seeking to bridge the gap between e-commerce-style analytics and brick-and-mortar operations.

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