Job Title :

Full Stack Engineer - Emergent AI Support Team basic full-stack skills preferred

About the Role :

Emergent AI considers its Support function the second product - a key competitive differentiator in delivering world-class customer experience. We operate a 24/7 support system, combining AI-driven first responses with highly capable human engineers for fast, effective issue resolution.

As an L2 Support Engineer, you will own escalated technical issues, perform full-stack debugging, ensure smooth deployments, and contribute to our growing playbook of solutions. You must bring strong developer skills, excellent troubleshooting ability, and clear communication to protect our brand promise of superior support.

Key Responsibilities :

- Provide technical support for issues escalated by our AI agent, including database fixes, pod issues, API debugging, and deployment troubleshooting.

- Perform basic full-stack debugging and rollback features using Git.

- Identify and resolve problems related to ENV files, secrets management, and staging vs. production environments.

- Troubleshoot DNS issues and custom domain setups.

- Contribute to the creation and continuous improvement of the Support Playbook under the guidance of senior engineers.

- Ensure adherence to defined escalation processes to minimize unnecessary intervention from the core engineering team.

- Deliver empathetic, customer-centric communication and maintain high support hygiene standards.

- Collaborate with internal stakeholders to share learnings and improve product and support processes.

- Maintain clear written updates and documentation for each issue.

Key Requirements :

Technical Skills :

- Strong coding and developer background (basic full-stack skills preferred).

- Proficiency with Git (commits, checkouts, rollbacks).

- Understanding of staging vs. production environments and ENV file management.

- Familiarity with API debugging tools (e.g., browser network tab, HTTP status codes).

- Basic knowledge of deployment troubleshooting, DNS configuration, and custom domains.

Communication & Problem Solving :

- Excellent written and verbal communication skills; ability to show empathy and ownership in customer interactions.

- Ability to troubleshoot independently and minimize escalation loops.

- Strong commitment to reliability and time management - be fully present during your shift.

- Self-driven and willing to learn quickly.

- Comfortable with dynamic startup environments.

- Passionate about providing best-in-class support as a key competitive advantage.

What Were Solving For :

- 24/7 coverage with three 8-hour slots handling ~50 issues per slot.

- Escalations primarily for deterministic/static issues; occasional L4 application-level changes.

- Building comprehensive Playbooks to increase consistency and reduce knowledge silos.

- High strategic importance with plans to evolve into a partially automated, agent-led support model.

Why Join Us :

- Be part of a high-impact team that directly contributes to customer happiness and product success.

- Shape the future of our support operations and automation roadmap.

- Work closely with top engineers and leadership to build scalable processes.

- Protect and grow a core differentiator for Emergent AI in a rapidly evolving AI market.

You'll be exposed to AI-generated code, with opportunities to learn how to refine and enhance it-developing a skillset thats expected to become highly valuable in the gig economy over the next 3-4 years.