What are the responsibilities and job description for the Support Engineer position at Fireworks AI?
About Us
At Fireworks, we’re building the future of generative AI infrastructure. Our platform delivers the highest-quality models with the fastest and most scalable inference in the industry. We’ve been independently benchmarked as the leader in LLM inference speed and are driving cutting-edge innovation through projects like our own function calling and multimodal models. Fireworks is a Series C company valued at $4 billion and backed by top investors including Benchmark, Sequoia, Lightspeed, Index, and Evantic. We’re an ambitious, collaborative team of builders, founded by veterans of Meta 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
At Fireworks, we’re building the future of generative AI infrastructure. Our platform delivers the highest-quality models with the fastest and most scalable inference in the industry. We’ve been independently benchmarked as the leader in LLM inference speed and are driving cutting-edge innovation through projects like our own function calling and multimodal models. Fireworks is a Series C company valued at $4 billion and backed by top investors including Benchmark, Sequoia, Lightspeed, Index, and Evantic. We’re an ambitious, collaborative team of builders, founded by veterans of Meta 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.
- 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.
- Bachelor's degree in computer science or equivalent
- Experience supporting AI/ML platforms
- Prior experience in community management (e.g., Discord, GitHub, or forums)
- 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.