Customer Support Engineer

About the Role

Customer

You’ll support real customer workloads, contribute to testing, QA and release readiness, and help shape how customer experience evolves at an AI company. If you’re innovative and possess a curious mind, technical savvy, and enjoy wearing multiple hats; this role is a great fit.

What You’ll Be Working On

• Provide hands-on technical support to customers via on-call phone, tickets, Slack, and live troubleshooting.
• Improve the overall customer experience from product roll-out to onboarding to adoption and finally to expansion. 
• Investigate and debug issues across APIs, infrastructure, and application behavior.
• Reproduce customer reported issues and work closely with Engineering and Product teams to mediate issues.
• Assist with testing new features, bug fixes, and releases before they reach production.
• Help define and improve support workflows, escalation paths, incident management, change approval process and support runbooks.
• Responsible for managing and creating new knowledge based articles for improving efficiency on product adoption. 
• Monitor alerts & proactive checks to help respond to high severity incidents or service degradation.
• Create and maintain internal documentation, troubleshooting guides, and test planning & checklists.
• Surface recurring issues and product gaps, acting as a strong feedback loop into Product and Engineering.
• This role will grow into a customer support & QA leadership role.
  

What You’ll Bring

• 2-4 years of experience in technical support, support engineering, QA, or a similar role.
• Comfortable working in Linux environments and using the CLI to troubleshoot.
• Ability to debug issues logically and communicate findings clearly.
• Strong ownership mindset, you care about outcomes, not just closing tickets.
• Comfortable working in challenging environments and adapting as the company and product evolve.
• Clear communicator who can work effectively with customers and internal teams.
  

What We’re Looking For

• Interest in AI/ML platforms or data-intensive systems is a strong plus.
• Basic experience with monitoring or logging tools 
• Some exposure to automation, scripting, or end-to-end testing tools (PlayRight, Bash, CI/CD is a plus).
• Experience helping test or validate product changes before release.
• Background in QA, reliability, or platform engineering.

• This candidate will work US timezone hours.

Bonus Points

• Experience with cloud platforms (AWS, GCP, or Azure).
• Speaks English & Punjabi fluently
  

Why truxo.ai

• Real ownership and impact - your work will directly shape product quality.
• Close collaboration with Engineering and Product.
• Opportunity to grow as the company and platform scale.
• Fast-moving, low-bureaucracy environment where ideas turn into action.
• Desire to grow into a senior support, reliability, or product-adjacent role.