Technical Support Engineer

About fal

fal is building the infrastructure layer for the generative AI era. The company empowers 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 organizations to bring AI-powered products to life without managing complex infrastructure. With rapid adoption across industries and the generative media market projected to expand by hundreds of billions over the next decade, fal is positioned as a foundational platform in the next wave of AI innovation.

About the Role

fal is seeking a highly skilled Technical Support Engineer to provide exceptional support to customers and internal teams. You will play a critical role in delivering advanced technical assistance directly to customers while collaborating with engineering and sales teams to enhance products and services. This is an ideal opportunity for a technically minded problem-solver passionate about developer experience and AI infrastructure.

Key Responsibilities

• Resolve technical issues and provide advanced support directly to customers, including troubleshooting fal's platform (APIs, UI issues, and error resolution)
• Support users across multiple products via email, chat, and Slack channels
• Troubleshoot integration issues including authentication problems (OAuth, API keys), HTTP errors, malformed requests, rate limiting, and API misconfigurations
• Analyze API logs, error messages, and request/response payloads to identify root causes and implement solutions
• Manage support tickets by responding within SLA timeframes, escalating complex issues appropriately, and maintaining detailed case records
• Reproduce, document, and escalate bugs or edge cases in collaboration with the engineering team
• Provide structured feedback to engineering teams regarding platform reliability, performance bottlenecks, and customer-reported issues, serving as an advocate for customer pain points
• 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, error solutions, and knowledge base documentation
• Improve developer documentation to maximize self-serve integration capabilities

What You Bring

• Strong analytical thinking, technical problem-solving skills, and systematic troubleshooting approach across web platforms, cloud environments, and enterprise software
• Experience supporting and troubleshooting REST APIs and backend services, including direct REST API work and authentication flows (OAuth2, API keys)
• Proficiency with 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 skills with strong interpersonal abilities
• Proactive mindset with ability to identify and drive improvements in support processes and documentation
• Experience in a technical support, customer success engineering, or DevOps role (preferred)

💰 Compensation not publicly listed. Market estimate for similar roles: from $55K, varying by experience and location.