Senior Support Engineer

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crewAI

WebsiteLinkedInAll Job Openings

1 - 10 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

crewAI is a leading multi-agent platform that partners with IBM to provide AI-driven solutions for smart business growth. The company offers tools and frameworks for building, deploying, and managing automated workflows using large language models and cloud platforms. CrewAI aims to streamline business processes across various industries through its no-code tools and seamless integration with existing apps. It is widely adopted by industry leaders, including Fortune 500 companies, and supports both cloud-based and self-hosted deployment options. CrewAI also provides insights and optimization tools to continuously improve AI agent performance and enhance business intelligence.

📋 Description

• 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.

🎯 Requirements

• 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.