Job Overview
Location
Sao Paolo
Job Type
Full-time
Category
Software Engineering
Date Posted
May 26, 2026
Full Job Description
đź“‹ Description
- • Own end-to-end resolution of Tier 2+ technical escalations without defaulting to Engineering, diagnosing and fixing issues independently until closure.
- • Debug REST APIs, webhooks, authentication flows, JSON structures, and HTTP protocols to identify root causes of integration failures between Siena’s AI agents and customer platforms.
- • Troubleshoot customer-side JavaScript issues including widget behavior, event tracking, script conflicts, cross-browser bugs, and timing anomalies using browser devtools.
- • Diagnose and resolve AI/chatbot behavior issues such as wrong answers, hallucinations, workflow misconfigurations, prompt sensitivity, and Custom Action failures by determining whether the issue stems from prompt, knowledge base, workflow config, or model layer.
- • Run diagnostic SQL queries to validate data discrepancies, trace missing records, and verify ingestion pipelines without relying on data teams.
- • Convert recurring Tier 2+ escalations into Tier 1 solvable cases by creating and maintaining runbooks, training materials, and internal documentation that empower the Support team.
- • Build systemic improvements such as auto-routing rules, observability access for Support, and tools that automate manual tasks and reduce future escalations.
- • Surface recurring bugs, product gaps, and infrastructure issues to Engineering through systematic feedback loops—not ad hoc reports—to drive product evolution.
- • Act as the primary technical interface with e-commerce customers integrating Siena’s AI agents across Shopify, Gorgias, Zendesk, Kustomer, Gladly, and custom environments.
- • Translate complex technical problems into clear, empathetic explanations for non-technical customers and internal stakeholders while managing expectations through multi-step debugging processes.
- • Work Tier 1 tickets alongside the Support team during low-escalation periods to stay aligned with customer pain points and identify new patterns for systematization.
- • Use AI coding tools like Claude Code to navigate unfamiliar codebases, accelerate diagnostics, and verify outputs with judgment—not syntax recall.
- • Support customers using LLM-based agents, troubleshooting integration edge cases, platform failures, and AI-specific failure modes including retrieval gaps and prompt-induced errors.
- • Maintain high standards in a fast-paced startup environment, creating structure from ambiguity and prioritizing leverage over reactive fixes.
- • Collaborate directly with the Support Manager to co-prioritize system improvements and measure progress against resolution time, CSAT, and engineering interruption metrics.
- • Participate in knowledge-sharing practices such as demo days and Slack threads to contribute to and benefit from the team’s collective AI workflow ecosystem.
- • Maintain availability to cover North America time zones to support global customer operations.
🎯 Requirements
- • 1+ year of technical support experience at a SaaS company, owning hard technical escalations end-to-end without handing to Engineering.
- • Proficiency in debugging REST APIs, webhooks, auth flows, JSON, and HTTP protocols to distinguish customer-side from product-side issues.
- • Fluency in customer-side JavaScript, including browser devtools, event handlers, script conflicts, and timing issues.
- • Ability to write diagnostic SQL to validate data, trace ingestion paths, and answer data questions independently.
- • Experience with production systems including log analysis, monitoring tools, and system debugging.
- • Strong written and verbal English skills to explain complex technical issues clearly to non-technical stakeholders.
🏖️ Benefits
- • Competitive salary plus equity or stock grants.
- • Learning budget to support continuous personal and professional growth.
- • Premium AI tool subscriptions (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) and quarterly budget for new AI tools.
- • Opportunity to work with a globally distributed team at the forefront of AI-driven customer experience.
- • High-impact role where your work directly shapes product evolution and company direction.
- • Culture of autonomy, ownership, and direct feedback in a startup environment.
Skills & Technologies
About Siena AI.
Siena AI is a customer experience (CX) platform designed for e-commerce brands. It combines human empathy with AI-driven automation to enhance customer support across various channels, including chat, email, SMS, and social media. The platform allows businesses to create personalized AI agents that reflect their brand's voice and tone, enabling seamless and empathetic interactions with customers. Siena AI integrates with existing e-commerce systems, providing real-time access to order information, product details, and customer data to resolve inquiries efficiently. It also offers features like reviews management, shopping assistance, and memory capabilities to personalize customer interactions. Siena AI aims to help brands scale their customer support operations while maintaining a high level of customer satisfaction.
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