**About Siena**:
Siena is building enterprise empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform.
If you're excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI.
**Our AI-First Philosophy**:
At Siena, AI isn't just a tool—it’s embedded in our DNA. We believe that leveraging AI-first workflows empowers individuals to work smarter, faster, and more creatively. Our team embraces AI-powered augmentation in everything we do, from research to execution, making us more efficient and innovative every day.
**About the Role**:
We're seeking an exceptional **Technical Support Engineer** to join our Customer Experience team at Siena. This isn't your typical support role: you'll be solving complex engineering problems that directly impact our customers' success. You'll work at the intersection of customer experience and deep technical problem-solving, becoming the bridge between our customers and our engineering team.
**What makes this role special**
- ** Real Engineering Work**: Debug production systems, write code, and deploy solutions
- ** Direct Customer Impact**: Your technical expertise directly drives customer success and retention
- ** Growth Opportunity**: Join a rapidly scaling AI company with significant career advancement potential
- ** Technical Leadership**: Own end-to-end technical investigations and become the go-to expert for complex issues
**What You'll Do**:
**Technical problem solving**
- Debug complex API failures, LLM hallucinations,



and integration bugs using production tools
- Analyze system traces in Honeycomb and other observability platforms
- Write and deploy JavaScript code snippets for customer website integrations
- Perform root cause analysis on system-level issues and data inconsistencies
**AI & LLM expertise**
- Troubleshoot and optimize prompt engineering configurations
- Diagnose LLM response issues and implement solutions
- Work with AI model behaviors and performance optimization
- Debug autonomous agent workflows and decision-making processes
**Integration & development**
- Fix customer integration issues through code modifications
- Deploy and maintain JavaScript implementations for Live Chat and Shopping Agent features
- Work with REST APIs, webhooks, and third-party integrations
- Create technical documentation and implementation guides
**Customer Engineering**
- Conduct technical deep-dives with customer engineering teams
- Lead complex technical implementations and migrations
- Provide architectural guidance for customer integrations
- Escalate and collaborate with Product Engineering only when necessary
**Process & documentation**
- Own technical investigations from initial report to final resolution
- Create detailed technical documentation and runbooks
- Build debugging workflows and troubleshooting guides
- Contribute to internal tools and automation
**Who You Are**:
**Technical skills**




- ** 3+ years of software engineering experience** with production systems
- ** Strong programming background** in JavaScript, Python, or similar languages
- ** API debugging expertise** - REST APIs, JSON, HTTP protocols, authentication
- ** Production systems experience** - logs analysis, monitoring tools, system debugging
- ** Database knowledge** - SQL queries, data analysis, performance troubleshooting
**AI/LLM expertise (preferred)**
- Experience with LLMs, prompt engineering, or AI model integration
- Understanding of machine learning concepts and model behavior
- Experience with AI APIs (OpenAI, Anthropic, etc.)
**Customer-facing skills**
- ** Excellent English communication** (written and verbal)
- Experience explaining technical concepts to non-technical stakeholders
- Problem-solving mindset with customer empathy
- Ability to work independently in a remote environment
- Work NA time zones - 9:00 AM EST - 6:00 PM EST
**Why Join Us**:
We’re a startup, so no fancy offices or corporate fluff. But here’s what we do offer:
- ** Make a real impact.** Your work directly shapes our product and company.
- ** A Voice that matters.** In a small team, every perspective counts—yours included.
- ** Working at Siena.**We are a fully remote, globally distributed team working at the bleeding edge of CX and generative AI.
- ** Competitive compensation.** Great salary plus the opportunity for equity or stock grants.
- ** Versátil time off.** Take at least 15 days—more if you need it.
- ** A Learning budget.** If you're growing, so are we.
- ** The thrill of building something new.** Join us at a stage where your contributions matter most.
- ** Tackling meaningful challenges.** We’re redefining how work gets done through

📌 Technical Support Engineer (Ciudad de México)
🏢 Siena AI
📍 Ciudad de México