Company Overview

Siena is the first intelligence layer for customer experience, creating an operating system of AI agents that learn, remember, and act across every customer touchpoint—from support conversations to shopping experiences to voice and social media interactions.

Role Summary

As a Technical Support Engineer, you own the space between our customers and Engineering. You manage Tier 2+ escalations end-to-end: diagnose, resolve, and close, pulling in engineers only when a product bug or infrastructure issue is involved. You collaborate directly with e-commerce brands running Siena’s AI agents and with Engineering on matters that require their involvement.

Key Responsibilities

• Full ownership of Tier 2+ escalations, diagnosing and resolving without engineering involvement unless necessary.
• Debug API integrations (auth failures, webhook issues, data sync gaps, rate limiting, intermittent failures, provider limits)...