Technical Support Engineer at Mia Labs

The Opportunity The $1.2T automotive industry is a pillar of American culture, representing nearly 5% of U.S. GDP and shaping how people live and move every day. At the center of this ecosystem are dealerships—trusted local businesses that help consumers navigate one of the most important purchases they make. Today, the industry is at an inflection point. Consumers expect the same speed, personalization, and convenience they experience in modern digital-first industries. At the same time, tighter margins and rising costs are driving a need for operational efficiency beyond what traditional software can support. Together, these shifts create a powerful opportunity to reimagine how dealerships deliver seamless experiences and build lasting customer relationships. Dealers who modernize how they communicate and operate will unlock efficiency, deepen loyalty, and win long-term relationships. It is time to upgrade automotive retail to the 21st century. About Mia Mia Labs is an investor-backed startup on a mission to modernize dealership operations and transform the automotive consumer experience. Our AI agent, Mia, turns every call or inquiry into an opportunity, improving customer satisfaction and dealership performance through automation that feels human. We are trusted by some of the nation's largest dealership groups and are rapidly scaling our team, product offerings, and customer base. Who You Are Troubleshooting, directly addressing client feedback, remediating client-reported issues, documentation, communicating with our third-party software vendors. You’re an experienced troubleshooter with strong communication skills. You’re comfortable diving into code, analyzing application logs, and communicating technical concepts to non-technical stakeholders. You enjoy collaborating as part of a cross-functional team to deliver fast and reliable solutions to user-reported feedback. You’re a technically strong problem solver who thrives on finding root causes and driving lasting fixes. You’re comfortable diving into code, logs and cloud environments, collaborating with product and engineering to improve reliability and performance. You enjoy making systems more stable, scalable, and supportable every day. What You'll Do - Ensure the functionality and reliability of Mia’s production platform used by dealerships nationwide. - Manage technical support for our clients - triaging, tracking, and resolving client-reported issues. - Serve as the Tier 2 escalation point for client-reported feedback and third-party integration failures. - Collaborate with Client Success, Engineering, and Product to drive timely fixes, root cause analysis, and continuous improvement, - Diagnose and troubleshoot issues across application and API layers, including Python services, third-party integrations, and Postgres databases. - Monitor ticket queues and application alerts to proactively detect, reproduce, and resolve performance anomalies. - Partner with Client Success to escalate long term solutions and feature enhancements to Engineering teams. - Create and maintain robust documentation on commonly reported issues, root causes, and remediation steps to streamline operations. What We're Looking For - 2+ years of experience in application, technical, or customer support. - Proficiency in debugging in Python, or similar programming languages. - Experience with data analysis in PostgreSQL or similar relational databases. - Familiarity with RESTful APIs, Git SCM, and cloud platforms such as Azure, AWS, or GCP. - Demonstrated skills in issue tracking, root cause analysis, and structured troubleshooting with a methodical, detail-oriented approach. - Excellent communication skills, with the ability to communicate directly with our clients and third-party software providers. - Ability to navigate ambiguity and rapid process iteration in fast-paced startup environments. Nice to Haves - Experience owning a technical support or triage process or leading a technical support team. - Experience supporting production software product environments. - Prior experience working in a 0 → 1 environment. - Prior experience supporting automotive software systems (e.g., service schedulers, inventory tools, CMS, DMS). - Prior experience supporting or troubleshooting AI products. - Familiarity with the Azure cloud platform. WHY MIA - Equity participation through stock options. - Fully paid health, vision & dental insurance for employees. - Flexible PTO and hybrid schedule (3 days / week in downtown Austin). - Free lunches, parking stipend provided, team events, and a casual, but get things done culture. COMPENSATION - Compensation for this position will be competitive with current market rates and reflective of the candidate's experience, skills and qualifications. OUR COMMITMENT At Mia, we’re committed to a workplace where everyone is valued, included, and empowered to do their best work. Our strength comes from diverse experiences, perspectives, and skills, and we’re proud to be an equal opportunity employer. Passionate about the role but don’t tick every box? We’d still love to hear from you, you might be exactly who we need. Mia is an EVerify employer.