Technical Support Engineer

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About this role

Technical Support Engineer Remote fal is the generative media ecosystem powering the next generation of AI products. We build the infrastructure, tools, and model access that teams need to move from idea to production, and do it at scale without compromise. For developers and enterprises, fal is the foundation that makes generative media not just possible, but practical: a unified platform where high-performance inference, orchestration, and observability come together to unlock new categories of AI-native products. As generative media reshapes industries across a market projected to grow by hundreds of billions over the next decade, fal is becoming the ecosystem that ambitious teams build on. About the Role fal is seeking a highly skilled Technical Support Engineer to provide high-quality support and service to our Customer base and Internal teams. You will play a critical role in providing advanced support directly to our Customers, and collaborating with engineering and Sales teams to enhance our products and services. Key Responsibilities - Resolve technical issues and provide advanced support directly to customers, including support for fal's platform (APIs, UI issues, and troubleshooting errors). - Support users across multiple products via email, chat, and Slack. - Troubleshoot integration issues, including authentication problems (OAuth, API keys), HTTP errors, malformed requests, rate limits, and API misconfigurations. - Analyze API logs, error messages, and request/response payloads to identify root causes. - Manage support tickets by responding within SLA timeframes, escalating complex issues appropriately, and maintaining detailed case records. - Reproduce, escalate, and document bugs or edge

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