Technical Support Engineer

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.

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.

We're seeking an exceptional Technical Support 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 special

• Real Engineering Work: Debug production systems, write code, and deploy solutions

• Direct Customer Impact: Your technical expertise directly drives customer success and retention

• Growth Opportunity: Join a rapidly scaling AI company with significant career advancement potential

• Technical Leadership: Own end-to-end technical investigations and become the go-to expert for complex issues

Technical problem solving

• Debug complex API failures, LLM hallucinations, and integration bugs using production tools

• Analyze system traces in Honeycomb and other observability platforms

• Write and deploy JavaScript code snippets for customer website integrations

• Perform root cause analysis on system-level issues and data inconsistencies

AI & LLM expertise

• Troubleshoot and optimize prompt engineering configurations

• Diagnose LLM response issues and implement solutions

• Work with AI model behaviors and performance optimization

• Debug autonomous agent workflows and decision-making processes

Integration & development

• Fix customer integration issues through code modifications

• Deploy and maintain JavaScript implementations for Live Chat and Shopping Agent features

• Work with REST APIs, webhooks, and third-party integrations

• Create technical documentation and implementation guides

Customer Engineering

• Conduct technical deep-dives with customer engineering teams

• Lead complex technical implementations and migrations

• Provide architectural guidance for customer integrations

• Escalate and collaborate with Product Engineering only when necessary

Process & documentation

• Own technical investigations from initial report to final resolution

• Create detailed technical documentation and runbooks

• Build debugging workflows and troubleshooting guides

• Contribute to internal tools and automation

Technical skills

• 1+ year of software engineering experience with production systems in a SaaS environment

• Strong programming background in JavaScript, Python, or similar languages

• API debugging expertise - REST APIs, JSON, HTTP protocols, authentication

• Production systems experience - logs analysis, monitoring tools, system debugging

• Database knowledge - SQL queries, data analysis, performance troubleshooting

AI/LLM expertise (preferred)

• Experience with LLMs, prompt engineering, or AI model integration

• Understanding of machine learning concepts and model behavior

• Experience with AI APIs (OpenAI, Anthropic, etc.)

Customer-facing skills

• Excellent English communication (written and verbal)

• Experience explaining technical concepts to non-technical stakeholders

• Problem-solving mindset with customer empathy

• Ability to work independently in a remote environment

• Work NA time zones - 9:00 AM EST - 6:00 PM EST

• Meaningful impact. Your work directly shapes our product and company.

• Globally distributed team working at the bleeding edge of CX and AI.

• Great salary plus the opportunity for equity or stock grants.

• 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.

• AI-fluency. Make AI your second nature.

• Tackle unsolved problems. We're redefining how customer experience will look like in the next decades.

The people who thrive here are curious, customer-obsessed, and take ownership without being asked. They fix problems first and explain later. They're direct about feedback—both giving and receiving it—because they care more about getting things right than being polite.

They maintain high standards while moving at startup speed, and they build real relationships with teammates because they know that's how great work gets done. When things get tough, they adapt and keep pushing forward.

The people who thrive here treat AI like a natural extension of themselves. They've built their own ecosystem of agents - some for research, others for debugging, writing, analysis, or writing code. They know which AI works best for what problem.

Everyone gets premium accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) plus a quarterly budget for new tools. But the magic happens in how we share knowledge. Demo days where someone shows off a clever workflows. Slack threads about which model handles a specific use case better. Learning from each other's AI workflows.

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.