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About the Role

As a Support Engineer at Hatz AI, you will be on the front line of our partner and customer experience. You will investigate issues across the Hatz platform, including break/fix bugs, access problems, credits, billing, security/compliance, and incident response. This is a technical, customer-facing role suited to someone who likes digging into logs, reproducing issues, and translating between partner context and internal engineering teams.

Responsibilities

• Triage and resolve support tickets submitted by MSPs, partner administrators, tenant admins, and end users, working within Hatz's MSP-led support model.
• Serve as a confident, customer-facing voice for Hatz AI and our MSP partners.
• Investigate break/fix issues: suspected bugs, errors, degraded behavior, failed workflows, failed connections, generated-file problems, and product behavior that doesn't match the docs.
• Resolve access and account issues: login, invites, roles, permissions, SSO, SCIM, MFA, tenant access, and account setup.
• Handle credits and usage questions: usage explanations, credit limits, reset timing, unexpected consumption, and usage-blocked questions.
• Coordinate billing, security, compliance, and legal requests by routing to appropriate owners.
• Support incident response: handle active outage questions, production-impacting symptoms, and account-specific impact during incidents.
• Classify and route requests that are valuable but not break/fix support work to the appropriate path.
• Gather structured context on every ticket: issue type, impact, urgency, affected account/tenant, affected user/role, expected vs. actual behavior, and evidence.
• Answer from docs first where possible, escalating to a structured ticket only when account-specific investigation is needed.
• Partner with engineering to reproduce bugs, provide clean repro steps, and validate fixes before closing tickets.
• Contribute to internal knowledge by flagging gaps in documentation and writing or improving help-center articles.

Requirements

• 2+ years in technical support, application support, or a similar customer-facing engineering role.
• Strong troubleshooting instincts — comfortable reading logs, reproducing issues, forming hypotheses, and confirming root cause.
• Solid written communication; you can turn a vague partner report into a well-structured ticket with impact, urgency, and evidence.
• Familiarity with identity and access concepts (SSO, SCIM, MFA, roles/permissions) and basic tenant/multi-tenancy models.
• Comfortable with credit/usage/billing concepts and explaining them clearly to non-technical partners.
• Disciplined about routing — you know when something is a bug vs. a config issue vs. a usage question vs. a billing/legal handoff vs. product feedback vs. an enablement request.
• Adaptable in a fast-moving technology environment — you understand that what is true today may evolve tomorrow, and you can stay steady, curious, and solution-focused when the path is not perfectly defined.
• Genuinely excited to learn, grow, and build new skills as the product, customers, and support model continue to evolve.

Skills

• SaaS experience
• Platform experience
• MSP/IT tools experience
• AI/LLM platforms experience
• Workflow builders experience
• MSP/PSA tooling experience
• Writing customer-facing documentation
• Security/compliance workflows
• Incident management
• On-call rotation practices

Location

• New York City

Work Type

• Hybrid

Experience Level

• 2+ years

Salary/Compensations

• $85-120K

Benefits

• Competitive salary and equity
• Comprehensive health, dental, and vision insurance
• Life and disability insurance
• 401(k) with match
• Equity
• Opportunities for professional development and career growth
• A collaborative and inclusive work environment

About the Company

• Based in New York City's vibrant Flatiron District, Hatz AI is at the forefront of building innovative technologies.
• At Hatz AI, you will have the opportunity to explore new state-of-the-art AI technologies and help MSPs and SMBs use the product with confidence.
• We're at the forefront of an AI transformation that's happening right now.
• While employees across America are secretly using AI tools to boost productivity, businesses need a trusted, secure way to embrace this technology.

Equal Opportunity

• Hatz AI is proud to be an equal opportunity employer.
• We are committed to building a diverse, inclusive team and welcome applicants of all backgrounds, identities, and experiences.
• We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.
• We believe that diverse perspectives make for better products and a stronger company — and we're actively working to build a team that reflects that belief.