Support Engineer at Sierra

ABOUT US - At Sierra, we’re creating a platform to help businesses build better, more human customer experiences with AI. We are primarily an in-person company based in San Francisco, with growing offices in Atlanta, New York, London, Paris, Singapore, and Japan. - We are guided by a set of values that are at the core of our actions and define our culture: Trust, Customer Obsession, Craftsmanship, Intensity, and Family. These values are the foundation of our work, and we are committed to upholding them in everything we do. - Our co-founders are Bret Taylor [Upgrade to PRO to see link] and Clay Bavor [Upgrade to PRO to see link] Bret currently serves as Board Chair of OpenAI. Previously, he was co-CEO of Salesforce (which had acquired the company he founded, Quip) and CTO of Facebook. Bret was also one of Google's earliest product managers and co-creator of Google Maps. Before founding Sierra, Clay spent 18 years at Google, where he most recently led Google Labs. Earlier, he started and led Google’s AR/VR effort, Project Starline, and Google Lens. Before that, Clay led the product and design teams for Google Workspace.  SUPPORT ENGINEERING AT SIERRA Companies use Sierra’s Agent OS to design, deploy, and operate AI agents that serve their end-users across all channels and use-cases. As our business grows, an important part of providing the best service to our customers is having a dedicated Support Engineer role that can provide timely and high-quality support every time. We’re looking for our first Support Engineer: someone who loves debugging puzzles, enjoys helping people succeed, and thrives jumping into new technical problems. This role is zero-to-one—you won’t just answer questions. You’ll help design and build the entire support function, including the systems, tooling, and automation that power it, using Agent OS itself. If you enjoy helping people, understanding complex systems, and turning gnarly problems into clear solutions, you’ll love this role. WHAT YOU'LL DO HELP CUSTOMERS SUCCEED WITH AGENT OS - Work directly with customers building agents on Sierra to debug issues and unblock them. - Investigate complex problems across multiple layers: agent building, integrations, APIs, product workflows, and infrastructure. - Understand the nuances of the issues our customers encounter by engaging deeply with them. - Translate complex technical issues into clear explanations and actionable solutions. BUILD THE SUPPORT FUNCTION FROM SCRATCH - Help design Sierra’s support workflows, tools, and processes using the latest AI tools (Sierra’s Agent OS, Codex/Claude, etc.) - Identify patterns across customer issues and drive improvements to the product and developer experience. - Create internal tooling to accelerate debugging and investigation. GROW THE TEAM - As one of the first Support Engineers at Sierra, a meaningful part of the role will be growing the function globally. - We have customers all over the world and want to bootstrap this support function to have around the clock coverage. WHAT WE’RE LOOKING FOR - You love debugging: You enjoy untangling complicated systems and figuring out why something isn’t working. You treat problems like puzzles. - You enjoy helping people: You get energy from helping someone go from stuck and frustrated to successful. - You have an engineering mindset: You’re comfortable reading code, working with APIs, investigating logs, and understanding distributed systems. - You thrive using AI tools: The latest AI tools have made you 10x more productive and you love experimenting with new ways to leverage these tools. - You bring a positive attitude: Customer issues can be stressful. You bring calm, optimism, and clarity to the situation. OUR VALUES - Trust: We build trust with our customers with our accountability, empathy, quality, and responsiveness. We build trust in AI by making it more accessible, safe, and useful. We build trust with each other by showing up for each other professionally and personally, creating an environment that enables all of us to do our best work. - Customer Obsession: We deeply understand our customers’ business goals and relentlessly focus on driving outcomes, not just technical milestones. Everyone at the company knows and spends time with our customers. When our customer is having an issue, we drop everything and fix it. - Craftsmanship: We get the details right, from the words on the page to the system architecture. We have good taste. When we notice something isn’t right, we take the time to fix it. We are proud of the products we produce. We continuously self-reflect to continuously self-improve. - Intensity: We know we don’t have the luxury of patience. We play to win. We care about our product being the best, and when it isn’t, we fix it. When we fail, we talk about it openly and without blame so we succeed the next time. - Family: We know that balance and intensity are compatible, and we model it in our actions and processes. We are the best technology company for parents. We support and respect each other and celebrate each other’s personal and professional achievements. WHAT WE OFFER We want our benefits to reflect our values and offer the following to full-time employees: - Flexible (Unlimited) Paid Time Off - Medical, Dental, and Vision benefits for you and your family - Life Insurance and Disability Benefits - Retirement Plan (e.g., 401K, pension) with Sierra match - Parental Leave - Fertility and family building benefits through Carrot - Lunch, as well as delicious snacks and coffee to keep you energized  - Discretionary Benefit Stipend giving people the ability to spend where it matters most - Free alphorn lessons These benefits are further detailed in Sierra's policies, may vary by region, and are subject to change at any time, consistent with the terms of any applicable compensation or benefits plans. Eligible full-time employees can participate in Sierra's equity plans subject to the terms of the applicable plans and policies. BE YOU, WITH US We're working to bring the transformative power of AI to every organization in the world. To do so, it is important to us that the diversity of our employees represents the diversity of our customers. We believe that our work and culture are better when we encourage, support, and respect different skills and experiences represented within our team. We encourage you to apply even if your experience doesn't precisely match the job description. We strive to evaluate all applicants consistently without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.