We are looking for a FULL TIME Founding Product Support/Customer Engineer

Position: Founding Product Support/Customer Engineer

Work Setup: 100% Remote (Work From Home)

Engagement Type: Independent Contractor (Full-Time)

Working hours: US Business Hours, 8AM-6PM Central Time, must be amenable to using a time tracker and can work FULL TIME

Hourly Rate: $12.00 USD / hour (commensurate with experience)

NOTE: We use a time tracking software as our timekeeping system and productivity monitoring tool, WORKING HOURS IS US CENTRAL TIME -- IF YOU ARE AMENABLE TO ALL STATED ABOVE, PLEASE APPLY. THANK YOU.

TO APPLY: PLEASE PROVIDE A GOOGLE DRIVE LINK WHICH CONTAINS YOUR UPDATED COPY OF RESUME IN PDF AND PORTFOLIO IF APPLICABLE. THANK YOU. PLEASE MAKE SURE THAT THE LINK IS VIEWABLE/ACCESSIBLE.

About the Client & Team

We are partnering with a high-growth, venture-backed US tech startup building next-generation, AI-native software for enterprise supply chain and logistics teams. Founded by industry veterans from top-tier tech and logistics companies, our platform automates complex operational workflows using cutting-edge artificial intelligence, machine learning, and automated agents.

As the Founding Product Support/Customer Engineer, you will sit at the critical intersection of customer engineering, technical operations, and product development. You won't just file tickets—you will actively debug code, query databases, tune AI/LLM prompts, submit pull requests (PRs), and directly solve high-impact technical problems for North American enterprise clients.

Key Responsibilities

Technical Problem Solving & Debugging: Investigate, reproduce, and resolve complex application, data pipeline, and system-level issues reported by users via Slack, email , and internal monitoring tools.
Direct Code Contributions: Read and debug backend/frontend code (Python / JavaScript / TypeScript), write automated tests, and submit Pull Requests (PRs) directly to the main codebase to resolve software bugs.
Database & API Troubleshooting: Execute SQL and MongoDB queries to inspect record states, analyze system events, and debug REST API integrations using tools like Postman and cURL.
AI & LLM Prompt Tuning: Monitor, evaluate, and fine-tune AI agents and LLM prompts (internal and customer-facing) to optimize agent accuracy and operational performance.
System Observability: Utilize observability platforms (e.g., Datadog, Sentry, Grafana, CloudWatch) to trace errors, monitor system health, and proactively catch bugs before customers notice.
Customer Engineering & Communication: Act as a technical champion in client-facing communication channels, providing clear, developer-grade support to technical stakeholders and enterprise operators.
Knowledge & Process Building: Author technical documentation, write internal troubleshooting runbooks, and build tools to scale the support and engineering feedback loops.

Technical Qualifications & Experience

Software Engineering Fundamentals: Hands-on experience reading, debugging, and patching code in Python or JavaScript/TypeScript. Ability to navigate GitHub and submit PRs.
Database Proficiency: Strong SQL skills (writing multi-table queries, joins, aggregations) and familiarity with NoSQL databases (e.g., MongoDB).
APIs & Web Technologies: Strong understanding of REST APIs, HTTP methods/status codes, JSON payloads, and testing tools like Postman.
AI / LLM Exposure: Practical experience or strong familiarity with AI tools, LLM APIs (OpenAI/Anthropic), prompt engineering, or AI-native agent workflows.
Observability Tools: Experience with log tracking and monitoring tools (Datadog, Sentry, Splunk, CloudWatch).
Enterprise Customer Facing: 3+ years of experience in B2B SaaS, Technical Support Engineering (L3), Solutions Engineering, or Software Engineering in Test (SEIT).
Communication: Exceptional verbal and written English communication skills, with a track record of supporting US or European enterprise accounts.

Work From Home (WFH) Requirements

To ensure seamless remote operations, candidates must possess:

High-speed primary Fiber Internet (minimum 50–100 Mbps).
A secondary backup internet connection (5G mobile router or secondary broadband line).
A reliable Uninterruptible Power Supply (UPS) or power station to maintain 99.9% uptime during power disruptions.
A quiet, professional home office setup.

About Us:

At Vine Branches, Inc., we deliver tailored business solutions across high-growth sectors. We bridge the gap between innovative global companies and top-tier technical talent in the Philippines—specializing in developer-level customer engineering and software support—while offering dedicated property management and real estate relations services. Whether scaling remote technical teams or managing residential and commercial property assets, we provide seamlessly executed, high-value operations.