Technical Support Analyst, Associate

As an Associate Dev Support Engineer, you will serve as a front-line technical resource for the GenAI application. You will triage issues, support internal adopters who build and configure agents and tools in the Factory UI, and troubleshoot problems across supervisor, sub-agent, and tooling layers. You will work with platform engineers while developing expertise in generative AI and agentic systems in a production environment.

* Investigate and diagnose issues across supervisor and sub-agent pipelines, including agent selection, tool execution, API or MCP errors, formatting, and streaming.

* Support internal teams building agents, tools, skills, and focus modes in the Factory UI by explaining platform behavior, troubleshooting configurations, and sharing design practices.

* Use tracing tools to review agent behavior, tool-call sequences, and unexpected outputs and distinguish platform defects from configuration or prompt issues.

* Monitor active platform issues, maintain adopter-facing documentation, and document available workarounds.

* Create and update internal support documentation, runbooks, and FAQs as platform capabilities evolve.

* Partner with Agents, Capabilities, and Operations engineering teams to escalate confirmed defects, reproduce issues in CI and T20 test environments, and validate fixes.

* Maintain knowledge of platform capabilities, including skills, human-in-the-loop approvals, and A2A and MCP integrations.

* Experience in technical support, developer support, software engineering, or a related technical function.

* Ability to read logs and traces, work with APIs, and analyze system behavior.

* Working knowledge of generative AI and large language model concepts, including prompts, context windows, and model behavior.

* Familiarity with agentic AI concepts, including agents, orchestration or supervisor patterns, tool use, and multi-step task execution.

* Working knowledge of Python or JavaScript for scripting, debugging, and lightweight tooling.

* Ability to document issues and explain technical information to engineering and non-technical audiences while working with production systems and distributed traces.

* Experience with the Model Context Protocol or comparable tool-calling and integration protocols.

* Experience with LangSmith, LangGraph, or comparable agent tracing and observability tools.

* Experience supporting or building multi-agent or supervisor and sub-agent architectures.

* Familiarity with API gateway concepts, including authentication, token handling, and rate limits in an enterprise SaaS environment.

* Experience in a customer-facing or internal platform support role.