Senior Support Engineer

🕒 Junho 26

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crewAI

SiteLinkedInTodas as Vagas

1 - 10 funcionários

💼 Consultoria

📦 Logística

📣 Marketing

Consulting • Logistics • Marketing

A crewAI é uma plataforma multiagente líder que faz parceria com a IBM para fornecer soluções impulsionadas por IA voltadas ao crescimento inteligente dos negócios. A empresa oferece ferramentas e frameworks para construir, implantar e gerenciar fluxos de trabalho automatizados usando modelos de linguagem de grande porte (LLMs) e plataformas de cloud. A crewAI busca simplificar processos de negócios em diversos setores por meio de ferramentas no-code e integração perfeita com apps existentes. É amplamente adotada por líderes de mercado, incluindo empresas da Fortune 500, e oferece opções de implantação tanto em cloud quanto self-hosted. A crewAI também fornece insights e ferramentas de otimização para melhorar continuamente o desempenho de agentes de IA e fortalecer o Business Intelligence (BI).

Descrição

• Be the senior technical point of contact for enterprise customers, owning the hardest issues end-to-end and responding with clarity and speed. • Deeply use and know the product: Crews, Flows, the Control Plane well enough to resolve the majority of issues without escalating, and to spot bugs customers haven't even reported. • Reproduce, diagnose, and triage technical issues: read logs and traces, isolate root cause, and resolve directly where possible. • Own clean handoffs to engineering: when something must escalate, file a well-defined ticket with reproduction steps, context, and severity. Keep the handoff between the support and engineering systems coherent so engineers aren't re-reading threads to figure out what's being asked. • Define and own support SLAs, severity levels, and escalation paths so the loudest customer doesn't automatically become the highest priority — and continuously improve them. • Build and maintain the knowledge base, FAQs, and troubleshooting docs, and improve product docs where they make false assumptions about customer setup. • Set up structured customer onboarding so new enterprise users get to value quickly. • Close the loop: synthesize recurring issues and feedback into clear signal for product and engineering, and help set the direction support takes as it grows.

🎯 Requisitos

• 5+ years in technical support, developer support, solutions, or a similar customer-facing technical role, including time as a senior or anchor on the team. • Genuinely technical: comfortable reading logs, stack traces, and API responses; able to navigate Python and the command line; can reason about how a distributed system fails. You don't need to ship production features, but you need to hold a credible technical conversation with both developers and our own engineers. • Familiarity with LLMs, agents, or developer tools, or the ability to ramp quickly and use the product daily. • Strong written communication: you can explain a fix clearly and write a ticket an engineer can act on immediately. • Process ownership: you've defined triage rules, SLAs, severity models, or escalation paths before, not just followed them, and you can show how it raised the quality of support. • Empathetic, patient, and energized by helping people succeed; comfortable working independently and setting your own direction in a fast-paced remote startup. • Bonus: experience with support/issue tooling (ticketing systems, Linear, or similar); prior experience supporting an open-source developer community; experience standing up or overhauling a support function.