Support Engineer, PAYGO

ABOUT EXA We 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. Exa 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. ABOUT THE ROLE Thousands of developers and companies use Exa on pay-as-you-go. As the Support Engineer for PAYGO, you own all of their inbound questions: getting started, search quality, billing, errors, integrations, and real bugs. The volume is high and every day is different. It's one of the fastest ways to learn Exa end to end. You'll work with our AI support tools, the docs, Product and Engineering, and you'll see what developers build with Exa before anyone else does. Some of the people writing in are tomorrow's biggest customers, and you'll be the one who spots them. IN THIS ROLE, YOU WILL: - Own the PAYGO queue: answer what the AI first line can't, quickly and clearly - Debug with customers: reproduce issues with the API, read their code and send working fixes - Triage well: production issues and unhappy customers first, everything else in order - Escalate with full context: bugs to Engineering, product gaps to Product, and anything you can't resolve to the Support leader - Spot growth: flag PAYGO accounts that look like future enterprise customers to Sales - Improve the AI first line: fix the docs, help center and agent workflows so the same question doesn't need a human twice - Spot patterns across tickets and turn them into product feedback REQUIREMENTS - Programming experience: you can read unfamiliar code, call an API and debug a failing request - Clear, short writing. Customers can act on your answers without coming back - You learn fast and keep quality high when the volume is high - Good judgment on what to answer yourself and what to escalate - Comfort working AI-first, with AI tools and agents as part of your daily workflow - Early-career candidates are welcome YOU MIGHT EXCEL IF YOU... - Have worked in support, developer relations or a customer-facing technical role at a developer-tools, API or AI company - Have built side projects with LLMs, RAG or agents - Enjoy being the person who finally figures out what's going on - Want to grow into an FDE or Solutions Architect role over time - Care deeply about the problem of organizing the world's knowledge and making it accessible to machines This is a remote role based in the US. We're happy to sponsor international candidates (e.g., STEM OPT, OPT, H1B, O1, E3). In addition to premium healthcare benefits (medical, dental, vision), we also offer fertility benefits and a monthly wellness stipend to all of our employees. Exa 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.