Technical Support Engineer – Generative AI Platform

About the role

We are looking for a Technical Support Engineer to help developers and enterprise customers build and operate products on a rapidly evolving generative AI platform. Based in the United Arab Emirates, you will troubleshoot complex API, authentication, integration and platform issues while collaborating closely with engineering and commercial teams.

Key responsibilities

• Provide advanced technical support across APIs, platform functionality, UI issues and integration challenges.
• Assist users via email, chat and Slack while maintaining high responsiveness.
• Troubleshoot OAuth, API‑key, JWT authentication, HTTP errors, rate limits and configuration problems.
• Analyze API logs, error messages and observability data to determine root causes.
• Manage support cases within SLAs, document findings and escalate high‑impact problems.
• Reproduce and document bugs, work with engineering to drive resolutions.
• Act as a customer advocate, delivering structured feedback on reliability and performance.
• Validate new features and releases before production rollout.
• Create and maintain technical documentation, troubleshooting guides and FAQs.
• Identify process improvements to enhance support efficiency.

Required profile

• Experience with API integration and authentication mechanisms such as OAuth, API‑key and JWT.
• Familiarity with cloud environments and observability tools.
• Strong analytical skills for systematic issue investigation.
• Ability to produce clear technical documentation and guides.
• Comfort working cross‑functionally with engineering, sales and product teams.

Required skills

• API troubleshooting
• OAuth
• API‑key authentication
• JWT authentication
• HTTP error handling
• Rate limiting
• Cloud environments
• Observability tools
• Technical writing
• Slack, email and chat support

What we offer

• Opportunity to impact customers directly while gaining deep expertise in AI infrastructure.
• Collaborative environment with engineering and product teams.
• Exposure to cutting‑edge generative AI technologies.