Technical Support Engineer

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🔥 16 minutes ago

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fal

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🔌 API

☁️ SaaS

Artificial Intelligence • API • SaaS

fal is a generative media platform for developers that provides access to a large gallery of production-ready image, video, audio and 3D generative models alongside serverless GPU inference and on-demand compute clusters for training and fine-tuning. The platform offers unified APIs and SDKs to call hundreds of open models or private weights, a high-performance inference engine, managed serverless GPU deployments, and dedicated clusters with modern NVIDIA hardware for large-scale training. fal targets developer and enterprise customers with features like SOC 2 compliance, private endpoints, usage analytics, and enterprise support, and is positioned for building, deploying, and scaling generative AI-powered products.

📋 Description

• Resolve technical issues and provide advanced support directly to customers, including support for fal’s platform (APIs, UI issues, and troubleshooting errors). • Support users across multiple products via email, chat, and Slack. • Troubleshoot integration issues, including authentication problems (OAuth, API keys), HTTP errors, malformed requests, rate limits, and API misconfigurations. • Analyze API logs, error messages, and request/response payloads to identify root causes. • Manage support tickets by responding within SLA timeframes, escalating complex issues appropriately, and maintaining detailed case records. • Reproduce, escalate, and document bugs or edge cases in collaboration with engineering. • Provide structured feedback to engineering teams regarding platform reliability, performance bottlenecks, and customer-reported issues, serving as an internal advocate for customer pain points and product improvement. • Assist with testing and validation of new features, releases, and infrastructure changes before production deployment. • Write and maintain technical content, including use case guides, how-to examples, FAQs, solutions for common errors, and documentation of issues and resolutions for the knowledge base. • Improve developer documentation to make integration as self-serve as possible.

🎯 Requirements

• Strong analytical thinking, technical problem-solving skills, and a systematic approach to troubleshooting technical issues across web platforms, cloud environments, and enterprise software. • Experience supporting and troubleshooting REST APIs and backend services, including working directly with REST APIs and authentication flows (OAuth2, API keys). • Experience using monitoring, logging, and observability tools to support production systems. • Familiarity with AI platforms, machine learning systems, or data-intensive applications. • Excellent written and verbal communication and interpersonal skills, with the ability to clearly and empathetically explain complex technical concepts to both technical and non-technical stakeholders/users in English. • Experience providing technical support with a customer-first mindset, demonstrating patience, empathy, and a focus on user success. • Strong technical writing abilities with experience creating and maintaining user guides, FAQs, and troubleshooting documentation. • Demonstrated ability to prioritize effectively, respond quickly to critical issues with a sense of urgency, and maintain composure under pressure. • Ability to work independently and collaboratively, handling multiple concurrent support cases while maintaining quality and meeting response time commitments. • Self-starter who can identify process improvements and proactively address recurring issues (Initiative). • Familiarity with tools such as Slack, Linear, Notion, and GitHub. • Familiarity with authentication protocols like REST APIs, OAuth2, JWT, and API key auth.

🏖️ Benefits

• Interesting and challenging work • Competitive salary and equity • A lot of learning and growth opportunities • Regular team events and offsites