Support Engineer

About Us:

Here at Fireworks, we’re building the future of generative AI infrastructure. Fireworks offers the generative AI platform with the highest-quality models and the fastest, most scalable inference. We’ve been independently benchmarked to have the fastest LLM inference and have been getting great traction with innovative research projects, like our own function calling and multi-modal models. Fireworks is funded by top investors, like Benchmark and Sequoia, and we’re an ambitious, fun team composed primarily of veterans from Pytorch and Google Vertex AI.

Role Description:

We’re looking for a Technical Support & Community Engineer to be the frontline connection between our platform and its users. In this role, you’ll handle technical support requests, manage our developer community (including Discord), and help drive customer satisfaction by resolving issues quickly and effectively. You’ll play a key part in identifying sales and product opportunities, addressing customer issues and inquiries, and collating feedback for our product and engineering teams. This role blends technical troubleshooting with community management and is ideal for someone who thrives in a fast-paced, user-facing environment.

Key Responsibilities: 

• Own and drive resolution for customer support requests, including managing the Discord community, handling customer communication around active issues and incidents, and responding to inquiries in a timely, helpful manner.
• Identify and surface sales, partnership, and product opportunities discovered through support conversations when appropriate.
• Investigate and troubleshoot issues when reported by customers by looking into logs and other internal tooling.
• Triaging product issues to the product and engineering team.
• Contributing to a knowledge base for the broader support team.
• Coordinate access to HIPAA, GDPR and other compliance-related documentation as needed.
• Proactively explore and implement process improvements, including opportunities for automation using AI tools.

Minimum Qualifications:

• 2+ years of experience in a forward-deployed or customer-facing technical role.
• Basic Python and scripting experience.
• Strong passion in the AI field and basic knowledge of how modern AIs are built.
• Strong technical acumen with the ability to understand, investigate, and resolve customer issues.
• Experience performing technical troubleshooting, including collecting debugging information and triaging problems.
• Excellent communication skills and high degree of customer empathy.
• Comfort working in a fast-paced startup environment with evolving processes and responsibilities.

Preferred Qualifications: 

• Bachelor's degree in computer science or equivalent
• Experience supporting AI/ML platforms
• Prior experience in community management (e.g., Discord, GitHub, or forums)

Why Fireworks AI?

• Solve Hard Problems: Tackle challenges at the forefront of AI infrastructure, from low-latency inference to scalable model serving.
• Build What’s Next: Work with bleeding-edge technology that impacts how businesses and developers harness AI globally.
• Ownership & Impact: Join a fast-growing, passionate team where your work directly shapes the future of AI—no bureaucracy, just results.
• Learn from the Best: Collaborate with world-class engineers and AI researchers who thrive on curiosity and innovation.

Fireworks AI is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all innovators.