{"id":3493673,"url":"https://alion.io/job/exa-support-engineer","title":"Support Engineer","company":{"id":13137,"name":"Exa","domain":"exa.ai","url":"https://alion.io/company/exa","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":83,"open_postings":19,"ghost_share":0,"stale_share":0.474,"repost_share":0,"time_to_fill_p50_days":81,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":115000,"max":225000,"currency":"USD","period":"year","gross":null,"usd_annual":225000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Exa","optional":false},{"name":"RAG","optional":false},{"name":"SRE","optional":false}],"status":"live","first_seen_at":"2026-10-29T23:27:08Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-04T02:03:44Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"About Exa\nWe raised a $250M Series C to build the search engine for AIs. Led by a16z, with existing investors Benchmark, Lightspeed, and YC doubling down, the round brings Exa's valuation to $2.2 billion.\nExa is building a search engine for the AI era. Our Search API currently powers Agents, Fortune 500s, and AI labs as we transform an industry that hasn't been disrupted since the 90s. We're a largely SF-based team of ~100 from Harvard, MIT, Meta, Google Research, ex-founders, and dropouts alike. We are rapidly building the most intelligent search engine in history. We're high agency, low-ego, and united by the feeling that this is one of the last problems worth getting right.\nAbout the Role\nSupport Engineers make sure every committed Exa customer gets their problem solved, fast, around the clock. We run support AI-first: AI tools like Pylon and agents triage tickets, answer them and resolve what they can. You take on what the AI can't: the hard, ambiguous technical problems that need a real engineer.\nYou'll have the same technical depth as our Forward Deployed Engineers. You'll dig into the API, SDKs and customers' integrations, reproduce bugs, and open pull requests with fixes for our engineers to review. When a problem truly needs Engineering, you escalate it with everything they need to act, and you stay the customer's point of contact until it's resolved. This is not a script-reading role. You are an engineer who owns the fix.\nIn this role, you will:\nBuild the support system: configure our Pylon instance and set up robust ticket tracking, SLA tracking and automations that make the support function as efficient as possible\n\nResolve the tickets the AI can't, troubleshooting across the API, SDKs and customer integrations\n\nReproduce bugs and fix them, opening pull requests directly for Engineering to review\n\nEscalate to Engineering with full context when you can't solve it yourself: reproduction steps, logs, customer impact and what you've already ruled out\n\nOwn every customer follow-up on your tickets, including escalated ones, until the issue is resolved\n\nMake the AI first line better by improving docs, the knowledge base and our Pylon and agent workflows, so more tickets resolve without a human\n\nKeep the follow-the-sun handoff tight: end each shift with an automated handoff that gives the next Support Engineer full context on open tickets\n\nWork with the account team (Account Executives, Forward Deployed Engineers), keeping them informed on tickets from their accounts and flagging account-level risk early\n\nHandle escalation management: watch account health signals, largely through AI, raise every contraction or churn risk to the account team and leadership with requested actions and owners, and follow it until resolved\n\nSpot patterns across tickets and turn them into product feedback and fixes\n\nRequirements\nSeveral years of hands-on programming experience. You can read and debug unfamiliar code, and you're comfortable opening pull requests in a production codebase\n\nExperience troubleshooting APIs, SDKs or distributed systems in production, ideally with search, retrieval, LLMs or data pipelines\n\nA structured approach to ambiguous problems: you ask the right questions, form hypotheses and test them\n\nClear judgment on when to keep digging and when to escalate, and the ability to explain a technical problem clearly to customers and engineers\n\nComfort working AI-first, with AI tools and agents as part of your daily workflow\n\nAvailability for shift work as part of a 24/7, follow-the-sun support model\n\nYou might excel if you...\nHave worked as a software engineer, support engineer, solutions engineer or site reliability engineer at a developer-tools, API or AI company\n\nHave built with LLMs, RAG or agents, and can reason about retrieval and search quality\n\nHave built automations or AI workflows that took repetitive work off a team\n\nLike being the person who finally figures out what's going on\n\nCare deeply about the problem of organizing the world's knowledge and making it accessible to machines\n\nThis an in-person opportunity in San Francisco. In addition to premium healthcare benefits (medical, dental, vision), we also offer fertility benefits and a monthly wellness stipend to all of our employees.\nExa is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, veteran status, marital status, pregnancy or related conditions, criminal histories consistent with applicable law, or any other basis protected by applicable law.","description_format":"text","description_chars":4678,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Search Engines","Vector Search & RAG","AI Search","Web Scraping & Proxy Networks"],"lifecycle":[{"event":"open","at":"2026-10-30T00:41:50Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":81,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-11-03T05:54:40Z"},"pay":{"stated_usd_annual":225000,"is_top_pay":true},"html_url":"https://alion.io/job/exa-support-engineer","json_url":"https://alion.io/job/exa-support-engineer.json","meta":{"generated_at":"2026-11-04T05:58:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9282,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":13137},"rest":"https://alion.io/mcp/rest/get_company?id=13137"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexa-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexa-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexa-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/exa-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexa-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3493673}},{"tool":"search_jobs","arguments":{"company":"exa.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3493673},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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