Grok Support Engineer

About xAI

xAI’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. Our team is small, highly motivated, and focused on engineering excellence. This organization is for individuals who appreciate challenging themselves and thrive on curiosity. We operate with a flat organizational structure. All employees are expected to be hands-on and to contribute directly to the company’s mission. Leadership is given to those who show initiative and consistently deliver excellence. Work ethic and strong prioritization skills are important. All engineers are expected to have strong communication skills. They should be able to concisely and accurately share knowledge with their teammates.

About the Role

As a Grok Support Engineer, you’ll be the frontline hero for Grok users, diagnosing and resolving technical issues with speed and precision to minimize downtime and maximize user satisfaction. You’ll combine hands-on support with proactive automation, building tools and systems that scale support operations and prevent recurring problems. This role is pivotal in ensuring users can quickly return to leveraging Grok’s capabilities, directly contributing to user retention and product adoption in a fast-evolving AI landscape.

What you’ll do

• Triage and resolve user-reported issues across Grok’s features, including API integrations, app functionalities, and AI response behaviors, aiming for rapid resolutions to get users back online.
• Communicate empathetically and clearly with users via email, chat, forums, and other channels, translating complex technical concepts into accessible explanations.
• Develop and maintain automated support agents, scripts, and workflows (e.g., chatbots, diagnostic bots, or self-service portals) to handle common queries efficiently and reduce manual intervention.
• Analyze support trends and user feedback to identify systemic issues, collaborating with engineering and product teams to implement fixes and enhancements.
• Monitor system health and performance metrics for Grok, proactively addressing potential disruptions before they impact users.
• Contribute to knowledge bases, documentation, and training materials to empower users and internal teams.
• Uphold best practices in support engineering, including SLAs for response times, escalation protocols, and continuous improvement of processes.

Who you are

• Experience: 3+ years in technical support, customer success, or software engineering roles, ideally in AI, SaaS, or tech products.
• Technical proficiency: Strong understanding of AI/ML concepts, APIs, web technologies, and troubleshooting methodologies. Experience with SQL preferred
• Customer-focused: Excellent communication skills with a knack for empathy, active listening, and turning frustrated users into advocates.
• Automation mindset: Proven ability to script and automate repetitive tasks using languages like Python or tools like Zapier, while multitasking support duties.
• Problem-solver: You excel in high-pressure, fast-paced environments, prioritizing quick wins without sacrificing quality.
• Collaborative: You work seamlessly with cross-functional teams, from developers to product managers, to drive resolutions.

Bonus

• Experience supporting AI or chatbot platforms, such as handling natural language processing issues or model-related queries.
• Prior work in startups or high-growth tech companies.
• Background in data analysis for identifying support patterns.

Interview Process

After submitting your application, the team reviews your CV and statement of exceptional work. If your application passes this stage, you will be invited to a 15 minute interview (“phone interview”) during which a member of our team will ask some basic questions. If you clear the initial phone interview, you will enter the main process:

1. Technical deep-dive: Discussing your evaluation and pipeline experience

2. A take-home challenge on building an AI eval or feedback prototype

3. Meet and greet with the wider team.

Our goal is to finish the main process within one week.

Annual Salary Range

$180,000 - $440,000 USD

Benefits

Base salary is just one part of our total rewards package at xAI, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.

xAI is an equal opportunity employer.

California Consumer Privacy Act (CCPA) Notice