Technical Support Engineer

Technical Support Engineer

NLPearl AI · Full-time

About NLPearl

At NLPearl AI, we're revolutionizing customer interactions with autonomous, AI-driven voice agents. We deliver innovative solutions that enhance sales efficiency, optimize customer support, and reduce operational costs. Our mission is to create seamless, personalized interactions that ensure every customer feels valued and understood.

The Role

We're looking for a Support Engineer to be the first point of contact for our customers when they need help. You'll own incoming support tickets, everything from questions and requests about our platform to issues with our AI voice and text agents, investigate each one, and drive it to a resolution.

The role covers the full range of customer support: answering product and platform questions, troubleshooting issues, configuring and adjusting our AI agents to resolve customer needs, and escalating genuine bugs to engineering. It's a great fit for someone technically curious who enjoys solving problems and wants to grow into a broader technical role. The work ranges from quick how-to questions to deeper investigations on important accounts. This is a no-code role, you'll configure and troubleshoot rather than write production code.

What You'll Do

• Own and resolve customer support tickets end to end, from platform questions and requests to issues with our AI agents.
• Investigate issues using logs, API calls, integrations, and data to identify the root cause.
• Configure and troubleshoot our AI agents to resolve customer issues, no coding required.
• Test and validate fixes before and after release to make sure issues are fully resolved and don't recur.
• Reproduce genuine platform bugs and escalate them to engineering with clear, well-documented reports.
• Communicate resolutions to customers in clear, professional, non-technical language.
• Turn recurring issues into documentation, tests, and product improvements.

What We're Looking For

• Strong problem-solving mindset, comfortable investigating ambiguous issues to find the real cause.
• Clear communication skills, able to explain technical topics simply to customers and precisely to engineers.
• Familiarity with APIs, reading requests and responses and understanding integrations.
• Comfortable reading and querying data to investigate issues.
• Basic understanding of AI/LLM concepts, such as prompts and how conversational-AI agents work.
• Well-organized and able to manage and prioritize multiple tickets at once.
• Eagerness to learn and grow into a broader technical role.



Nice to Have

• Prior experience in a technical support, customer-facing, or engineering-adjacent role.
• Experience with voice AI, chatbots, or conversational platforms.
• Experience with a ticketing or help-desk system.
• Comfort using AI/LLM tools to investigate and draft responses.
• Basic scripting skills (helpful for investigation).
• Additional languages, English and Hebrew especially.

NLPearl AI is an equal-opportunity employer. We welcome applicants from all backgrounds.