Technical Support Engineer

MEET SIENA Siena is the Agent of Record for consumer brands. One agent that owns the entire customer journey, running on a shared intelligence layer no point tool can replicate. Consumer brands run ten or more disconnected tools to manage their customers. We collapse that stack into a single agent. It started with support, the hardest surface a brand has, and it expands from there: Shopping Agent, Social Agent, Siena working alongside a brand's own operators. One agent across every surface, with shared memory, shared context, and shared tools. Hundreds of brands already run real customer volume on Siena in production. This is built, working, and growing, and we are racing to build what comes next. THE TEAM We are a small, fully distributed, global team. We have built leverage into how we work, which is what lets a team this size move at the speed we do. We hire athletes. Everyone here owns real outcomes, defaults to writing over meetings, communicates with directness, and acts the moment they see something worth acting on. Low ego, high standards, fast clock. If you want to own real problems rather than close tickets, keep reading. ABOUT THE ROLE You own the space between our customers and Engineering. As Technical Support Engineer, you take Tier 2+ escalations end-to-end: diagnose, resolve, close. You pull in engineers only when there’s a genuine product bug or infrastructure issue underneath — not as a default path. You’ll work directly with the e-commerce brands running Siena’s AI agents across complex integration environments. You’ll sit within the Engineering org, report to our Support Manager, and collaborate with Engineering on the issues that actually require them. What separates this from a senior IC support hire is what happens after the ticket closes. Every Tier 2+ resolution carries two follow-up questions you own: 1) Does this pattern belong back in Tier 1? 2) How do you build the system so the next instance never escalates, or reaches you faster? Runbooks, auto-routing, observability access for the Support team — that’s the leverage this role is built to create. When the Tier 2+ queue is quiet, you work Tier 1 tickets alongside the Support team, staying close to the volume that tells you what to systematize next. The bar: diagnose it, resolve it, make the system better so it happens less often. WHAT YOU’LL DO OWN TECHNICAL RESOLUTION END-TO-END - You take full ownership of Tier 2+ escalations. You diagnose and resolve without pulling in engineers unless there’s an actual product bug or infrastructure issue underneath. - You debug API integrations independently: auth failures, webhook issues, data sync gaps, rate limiting, intermittent failures, provider-specific limitations. - You diagnose and resolve customer-side JavaScript issues: widget behavior, event tracking, data passing, script conflicts, cross-browser bugs. - You triage AI and chatbot behavior — wrong answers, workflow misconfiguration, hallucination patterns, Custom Action misfires — tracing whether the issue is prompt, KB, workflow config, or model. - You run diagnostic SQL on data discrepancies, missing records, and report mismatches. - When the escalation queue is clear, you work Tier 1 tickets alongside the Support team, staying close to the patterns that tell you what to systematize next. BUILD LEVERAGE, NOT JUST RESOLUTION - After every Tier 2+ resolution, you ask: can this move back to Tier 1? If a pattern can be handled by the Support team with a runbook or training, you move it back. - You build and maintain internal documentation for common failure modes, turning one-off resolutions into team-wide capability. - You scope and drive systemic improvements: auto-routing, observability access, tools that turn recurring manual tasks into repeatable systems. - You surface patterns, recurring bugs, and product gaps to Engineering systematically — not ad hoc. OWN THE CUSTOMER-FACING EXPERIENCE - You own complex technical issues directly with customers