Technical Support Engineer

Full-Time - Hybrid - Tel Aviv District, Israel or New York, US

About BRIA AI

At Bria, we are pioneers in visual Generative AI, delivering cutting-edge, responsible solutions for commercial use. Built on the largest licensed dataset and developed with industry leaders, our technology ensures superior quality, copyright protection, and safe content usage. Our platform revolutionizes visual communication by enabling developers and AI researchers to create custom models and AI-native apps and services using our foundation models, which are accessible through source code, APIs, or iFrame integration. This provides global brands, agencies, and creative platforms with complete control, privacy, and limitless potential, driving innovation and boosting productivity.

Position Overview

We are seeking a Technical Support Engineer to join our Solutions team and serve as the primary technical resource for Bria's diverse users. In this role, you will provide reactive technical support across all customer segments - from enterprise contracted clients to self-service and community users. As a support specialist, you'll be responsible for resolving 80% of technical queries independently, while collaborating closely with our R&D team for complex issues requiring code changes. This position offers excellent growth opportunities into Customer Success or Sales Engineering roles within our rapidly expanding AI platform company.

Key Responsibilities

• Tier 2 support for contracted clients and Tier 1 support for all other users

• Resolve 80% of technical queries without R&D escalation, serving as the primary technical problem-solver for customers

• Actively support users across several channels and Bria assets (Console, Email, Slack, Discord, Hugging Face, and internal ticketing systems)

• Ticket Management - Respond to and close all technical tickets within defined SLA timeframes, maintaining high customer satisfaction

• Troubleshoot and guide customers through API implementations, SDK integrations, and platform deployments

• Properly identify and escalate complex issues requiring R&D code changes to Tier 3 support

• Participate in technical discussions, answer questions, and foster engagement in developer communities

• Create and update technical documentation, troubleshooting guides, and FAQ resources

• Provide insights to product and pre-sales teams to reduce future ticket volume and improve user experience

• Support users across different deployment methods (API, on-premise, BYOC)

Key Performance Indicators (KPIs):

• SLA compliance for response time and ticket closure
• 80% resolution rate without R&D escalation
• Ticket volume reduction through proactive feedback
• Customer satisfaction scores on technical support
• Community engagement metrics (Discord, HF, Slack activity)

Skills & Requirements

Must Have

• 3-4 years technical support experience
• Experience supporting B2B SaaS or enterprise software platforms
• Ability to read, understand, and implement code at engineer level
• Strong understanding of APIs, SDKs, and integration methodologies
• Familiarity with developer platforms, documentation, and troubleshooting techniques
• Proficiency in Python, JavaScript, or other relevant programming languages
• Strong analytical skills to diagnose and resolve technical issues independently
• Experience working within defined response time and resolution SLAs
• Ability to manage multiple support channels and prioritize urgent issues
• Familiarity with AWS, Azure, or other cloud deployment environments
• Previous experience in technical customer-facing roles
• Excellent written communication for technical documentation and customer interaction
• Familiarity with and working with AI/Coding tools

Nice to Have

• Understanding of generative AI, computer vision, or machine learning concepts
• Experience moderating technical communities or developer forums
• Knowledge of Adobe Creative Suite, Figma, or similar design platforms

Why Join BRIA AI?

If you are driven by innovation and motivated by the challenge of shaping the future of visual generative AI, we would love for you to apply. You can make a significant impact in an exciting and rapidly evolving field.

*BRIA AI is an equal opportunity employer that fosters a diverse and inclusive work environment where all ideas and innovations flourish.

Requirements added by the job poster