• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions • Become a product expert and develop creative solutions and workflows that best meet customer needs • Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console, internal chatbot, as well as in-depth testing to efficiently resolve cases • Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.

Role Description We are looking for a Support Engineer to provide Level 1 support for our Developer Portal within EDW Enablement. You will manage support requests, troubleshoot technical issues, and ensure a seamless developer experience across the platform. You bring technical support skills with a foundational understanding of: - Software development - Automation - Data analysis Additionally, you have hands-on experience building and maintaining Power BI dashboards and reports, which support business insights. This role is important for maintaining and enhancing the developer experience. You will report to the Smart Automation Global Director. Main Responsibilities - Provide Level 1 technical support for the Developer Portal, including incident handling and service requests. - Be a first contact for users, ensuring response and resolution of issues. - Troubleshoot and diagnose technical problems related to APIs, integrations, and platform access. - Escalate complex issues to Level 2/engineering teams with proper documentation and context. - Monitor system alerts and address potential issues. - Maintain support documentation, knowledge base articles, and standard operating procedures. - Collaborate with development and DevX teams to identify recurring issues and recommend improvements. - Support automation programs to improve support processes and reduce manual effort. - Create reports and insights on support trends, performance metrics, and user experience. Qualifications - Bachelor's degree in Computer Science, Information Technology, Software Engineering, Data Analytics, or a related field (or equivalent practical experience). - 2–4 years of experience in Technical Support, Application Service Desk, Developer Support, or a similar technology-focused role. - Proficiency in Python for scripting, automation, API integrations, troubleshooting, and basic application support. - Proficiency in data analysis using Power BI, Excel, SQL, or similar reporting tools. - 1+ years of experience with RPA platforms such as Automation Anywhere, UiPath, Power Automate, or similar technologies for supporting and troubleshooting automated workflows. - Knowledge of Agentic AI and Generative AI, including AI agents, LLMs, prompt engineering, RAG, and AI-powered automation concepts. Benefits - Medical, life and dental insurance - Asociacion Solidarista - International Share Save Plan - Flex Work/Work from home - Paid time off - Annual Performance Bonus - Education Reimbursement - Family Bonding - Bereavement Leave - Referral Program - And more

Role Description As a founding Support / Forward-Deployed Engineer, you'll sit at the intersection of engineering and customers, deploying the product, solving hard technical problems in the field, and making enterprise customers successful. This is a solutions-engineering-heavy role for someone who is both technically excellent and genuinely comfortable in front of people. You'll join an established, professional environment rather than a first-engineer situation, with room to grow toward founder-level ownership. - Deploy and integrate the product into complex enterprise environments - Work directly with customers post-sale to ensure technical success - Solve hard technical problems across AI agents, MCP integrations, and security tooling - Serve as the technical bridge between customers and the engineering team - Help shape the forward-deployed / solutions engineering function as an early hire Qualifications - 5-6 years in a technical, customer-facing role (solutions engineering, forward-deployed engineering, or similar); exceptional candidates with a couple of years of experience considered - Strong computer science or statistics foundation and academic pedigree - Startup or consulting background with real time in front of customers - Demonstrated software / technical skills and the ability to operate in a professional, fast-moving environment - Consistent tenure without a pattern of short stints Company Description Our partner is an early-stage, fast-scaling startup building security infrastructure for the Model Context Protocol, protecting enterprises from data leaks as they adopt AI agents. Founded less than a year ago, they already have a multi-million-dollar pipeline, a deeply technical product, and backing from top-tier investors. The bar is high, the pace is fast, and the problems are genuinely hard.

• Responding to user questions, ensuring stability, availability for production applications and systems. • Investigates and resolves incidents, performs root cause analysis. • Collaborates with development, infrastructure, and business teams to maintain reliable operations and minimize business disruption. • Serve as a primary point of contact for production issues and help drive continuous improvement efforts.