AI Tech Support (Early Shift)

Job description

# **About Broccoli** At Broccoli, we’re building AI teammates for the people who build and maintain our world. We partner with plumbing, HVAC, and electrical contractors, the hardworking businesses that keep homes and communities running, and replace fragmented software and repetitive manual work with AI that actually gets the job done. Our AI teammates answer phones, book appointments, follow up with customers, recover missed revenue, and help contractors deliver exceptional customer experiences, all while integrating seamlessly with platforms like ServiceTitan. Before we wrote a single line of code, we visited more than 140 contractors to understand how these businesses truly operate. That firsthand experience shaped everything we’ve built. Today: - Hundreds of contractors rely on Broccoli every day. - We’ve grown to **$15M+ ARR in under two years.** - We’re trusted by everyone from independent contractors to some of the largest private equity backed operators in the home services industry. - We’re backed by **Khosla Ventures** and **Y Combinator**. We’re still just getting started. # **The Role** We’re hiring an **AI Tech Support** to help our customers successfully adopt and operate Broccoli in their day-to-day business. This is a highly technical, customer-facing role for someone who enjoys troubleshooting complex issues, working directly with users, and partnering cross-functionally to improve product quality and customer outcomes. You’ll be on the front lines helping contractors and internal teams resolve issues, surface patterns, and make our AI systems more reliable over time. You’ll work closely with Engineering and Customer Success to solve problems quickly, improve internal processes, and help shape how support operates as we scale. This opening covers our early shift, running 5:00 AM – 2:00 PM MT, to extend support coverage earlier in the day. # **What You’ll Do** - Resolve customer issues across product, workflow, and technical support queues - Troubleshoot deeply using logs, internal tools, SQL, and other debugging workflows - Investigate issues related to AI agents, call flows, messaging, booking workflows, and platform integrations - Partner with Engineering and Product to escalate bugs, document patterns, and close feedback loops - Communicate clearly with customers and internal teams about issues, expectations, and resolutions - Help define and improve support processes, documentation, and quality standards as the team grows - Support a wide range of customers, from SMB operators to larger enterprise accounts - Contribute to a strong customer experience while balancing speed, quality, and technical rigor ## **What You’ll Bring** - 3+ years of experience in technical support, product support, solutions engineering, or a similar customer-facing technical role - Strong troubleshooting instincts and the ability to work through ambiguous technical issues - Experience reading logs, investigating system behavior, and using ticketing/support tools like Zendesk or similar - Comfort working directly with customers and managing communication throughout issue resolution - Interest in AI products and enthusiasm for working in a fast-moving environment where AI is central to the product and day-to-day work - Strong judgment, ownership, and willingness to learn quickly - Education is not a major factor; we care more about relevant experience and capability ## **Nice to Have** - Experience supporting SaaS products in a ticket-based environment - Experience with SQL, JavaScript, APIs, or light scripting - Experience in AI, communications, VoIP, or workflow automation products - Experience supporting mid-market or enterprise customers - Experience working closely with Product and Engineering on escalations and bug reporting # **Role Details** - Location: Lehi, Utah - In-office: Hybrid, Tuesdays in office; relocation not offered - Schedule: 5:00 AM – 2:00 PM MT - Team fit: We’re looking for people who are excited about AI, thrive in a fast-moving startup environment, and want to help build the future of support at Broccoli