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Extend AI · 1 month ago

Customer Support Engineer

positionUnited States
timeFull-time
remoteRemote
seniorityEntry, Mid Level
money$150K/yr - $175K/yr
Extend AI is building a modern document processing cloud, aiming to transform how the world interacts with unstructured data. As a Customer Support Engineer, you will be the first technical responder for customers, ensuring they can deploy and scale Extend successfully while diagnosing and resolving technical issues.
Artificial Intelligence (AI)Software

Responsibilities

Act as the first technical responder to inbound customer issues across Slack and Pylon
Triage and debug schema errors, parsing issues, processor misconfigurations, and integration failures
Reproduce issues quickly in Extend to isolate root causes, distinguishing user error, product gaps, and novel edge cases
Maintain exceptional SLAs by prioritizing, escalating, and communicating clearly with customers to unblock with minimal handoffs
Author internal playbooks and lightweight run books to improve speed and consistency
Help customers adopt new features and understand best practices for deploying Extend
Collaborate closely with our founding team to shape the early support function at Extend as we scale aggressively

Qualification

Debugging APIsTroubleshootingJSONTechnical CommunicationCuriosityHigh OwnershipRapid Learning

Required

Ability to read and debug JSON, APIs, logs, and customer request payloads
Strong troubleshooting instincts, you enjoy breaking things and fixing them
Excellent written communication and rapid context switching
Comfort interacting directly with technical users (engineers, ML teams, architects)
Curiosity: you dig until you truly understand the customer's environment and the underlying issue
Learns extremely fast: you'll need to understand Extend deeply and stay current with a fast-moving product
High ownership: you don't wait for direction; you proactively chase down answers and close loops

Company

Extend AI

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Extend AI is a spacetime AI platform.
dateFounded in 2018
location
Quebec, Quebec, CAN
people-size11-50 employees
web-link
https://extend.ai

Funding

Current Stage
Early Stage
Total Funding
$3.07M
2023-05-16Seed· $1.85M
2020-03-20Seed· $0.77M
2019-03-26Pre Seed· $0.45M
Company data provided by crunchbase