Technical Support Engineer
fal is building the infrastructure layer for the generative AI era. Our mission is to empower developers and enterprises to create, deploy, and scale multimodal AI applications with unmatched speed, simplicity, and reliability. By combining high-performance inference, orchestration, and observability in one seamless platform, fal enables companies to bring new AI-powered products to life without the heavy lift of managing complex infrastructure. With rapid adoption across industries and a generative media market projected to expand by hundreds of billions over the next decade, fal is uniquely positioned to become a foundational platform in the next wave of AI innovation.
About the Role
fal is seeking a highly skilled Technical Support Engineer to provide high-quality support and service to our Customer base and Internal teams. You will play a critical role in providing advanced support directly to our Customers, and collaborating with engineering and Sales teams to enhance our products and services.
Key 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.
What You Bring
- 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.
Why fal
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.
What we offer at fal
- Interesting and challenging work
- Competitive salary and equity
- A lot of learning and growth opportunities
- Regular team events and offsites