Technical Support Engineer

About Bria.ai

Bria is a pioneering enterprise-grade Visual Generative AI platform founded 5 years ago and backed by prominent investors, including Intel Capital, GFT, Entree Capital, and Getty Images. Our platform empowers builders in enterprises to build and integrate Visual Gen AI-based solutions without the risks of copyright, privacy, or AI regulatory infringement while ensuring controllable and predictable content generation. At the core of our technology lies a groundbreaking attribution engine that solves one of the hardest challenges in generative AI - fair compensation for artists and data owners whose work contributes to AI training. This commitment to responsible AI isn't just a feature; it's fundamental to our DNA, enabling a sustainable AI economy where Gen AI technology, data ownership, and responsible AI participation coexist.

We serve innovative enterprises across various sectors, providing them with a comprehensive suite of visual GenAI tools, including image generation, AI editing, and tailored on-brand generation capabilities using API, source code available, or DIY approaches, all built on top of our proprietary foundation models trained on 100% licensed data. Our platform is trusted by industry leaders, including Publicis, WPP, Universal Music, Getty Images, P&G, and Renault, to name a few, who rely on Bria to power their next generation of AI-driven products and services while maintaining full compliance and brand consistency.

Overview

We are seeking a Technical Support Specialist 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.

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)

Requirements

• High technical proficiency
• B.Sc in Computer Science
• Building & debugging in Python, JavaScript/TypedScript or other programming language
• (Nice to have) Knowledge in GenAI - prompt engineering, fine-tuning workflows, vibe coding tools
• (Nice to have) Understanding of cloud environments (AWS / Azure)
• Collaboration and Communication
• Technical documentation writing - FAQs, troubleshooting guides, API examples.
• Customer communication - clear explanations for both technical and non-technical users.
• Ticket triage - prioritizing and routing issues to the right teams.
• Product feedback loop - capturing and structuring customer insights for R&D.
• Client facing
• Expectation management - setting realistic timelines and outcomes with clients.
• Active listening - capturing both technical and business requirements accurately.
• Stakeholder communication - tailoring explanations for developers, researchers, and product managers.
• (Nice to have) Creative experience
• Deep knowledge in creative platforms - Adobe, Canva, Midjourny etc.

Must Have

• 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