> Markdown version of [/jobs/ext/3973224-support-engineer](https://www.wearedevelopers.com/jobs/ext/3973224-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Support Engineer

- **Company:** LETTER AI LLC
- **Location:** Chicago, IL, United States
- **Experience:** Experienced
- **Salary:** $80,000.0 - $110,000.0
- **Contract:** Permanent contract
- **Skills:** JavaScript (Programming Language), Adobe Creative Cloud, Application Programming Interfaces (APIs), Artificial Intelligence, Databases, Software Debugging, Python (Programming Language), Software Engineering, SQL Databases, Systems Integration, TypeScript, Web Applications, Software Troubleshooting, Juniper, Bug Reporting
- **Published:** October 27, 2026
- **Apply:** https://www.careerbuilder.com/job-details/support-engineer-chicago-il--5f81db44-aa12-4c7b-a828-0fd2503de807

## About the Role

Technical Support, Artificial Intelligence (AI), Customer/Client Research, Coaching, Sales Closing Skills, Adobe Product Family, Juniper Networks M-Series, Identify Issues, Technical Support, Application Programming Interface (API), * 2-4 years of experience in a technical support, support engineering, or software engineering role, ideally at a B2B SaaS company

 * Strong troubleshooting and debugging skills, with comfort reading code (Python, JavaScript/TypeScript) even if you're not writing production features day to day
 * Familiarity with APIs, web applications, and basic database/SQL concepts
 * Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both customers and engineers
 * Highly organized, with strong ownership of customer issues from first report through resolution
 * Past experience or strong interest in generative AI
 * Highly collaborative mindset with strong problem-solving skills

## Description

We are looking for a Support Engineer to join our team and be the technical front line for our customers. You will own customer-reported issues end to end - diagnosing problems, working directly with our engineering team to resolve them, and helping shape a product that gets better with every ticket. This is a hands-on, high-impact role at an early-stage company, where the support function itself is still being built and you'll have real influence over how it works.
Your key responsibilities will include:

 * Serve as the primary technical point of contact for customer-reported issues, troubleshooting problems across our web app, integrations, and APIs
 * Reproduce, diagnose, and triage bugs, distinguishing between user error, configuration issues, and genuine product defects
 * Partner closely with engineering to escalate, track, and resolve technical issues, providing clear reproduction steps and context
 * Monitor support channels and ensure timely, high-quality responses that meet our SLAs
 * Build and maintain internal documentation, FAQs, and troubleshooting guides to reduce repeat issues
 * Identify patterns across customer issues and proactively flag product improvements to engineering and product teams
 * Support customer onboarding and technical enablement as needed
 * Use logs, dashboards, and SQL to investigate the data and system behavior behind reported issues, At Letter AI, we want you to be unapologetically you while operating with our core principles in mind:
 * Customer-obsessed: Make your customers unreasonably happy and everything else will fall into place
 * Ambitious yet practical: Set big goals, but stay grounded with disciplined execution and ruthless prioritization
 * Direct yet kind: Never hold back from speaking your mind, but do so in a way that is kind to your colleagues
 * Driven yet humble: Push for excellence and deliver fast, but keep your humility