fal - Technical Support Engineer
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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.
Responsibilities
• 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.
Benefits
• At fal, you’ll join a rapidly scaling company defining how AI moves from experimentation to production. This is an opportunity to shape the future of enterprise AI adoption while building deep relationships with customers who are transforming their industries through intelligent technology. • Interesting and challenging work • Competitive salary and equity • A lot of learning and growth opportunities • Regular team events and offsites
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