The Role

We are looking for someone who enjoys solving complex technical problems and working directly with customers to help them succeed with the Shoreline platform.

This role sits at the intersection of:

• Technical support
• Implementation guidance
• Product understanding
• AI-driven troubleshooting
• Collaboration with engineering

You will investigate difficult issues, help customers implement advanced workflows, and use modern AI tools to accelerate debugging, documentation, and analysis.

This is not a traditional support role.

What You’ll Do

Solve Complex Customer Problems

Customers rely on Shoreline for critical project planning and simulation workflows.

When issues arise, you will:

• Investigate platform behavior
• Reproduce issues
• Analyze logs and workflows
• Identify root causes
• Work with engineering on fixes when necessary

Many issues require deep thinking rather than quick answers.

Use AI to Accelerate Problem Solving

We actively use AI to improve how we work.

You will use AI tools to:

• analyze platform behavior
• investigate system issues
• generate scripts or debugging approaches
• improve documentation
• automate repetitive support workflows

The goal is solving problems faster and better, not manually doing repetitive work.

Work Directly With Engineering

You will collaborate closely with engineers to resolve complex issues.

This includes:

• reproducing bugs
• documenting issues clearly
• testing potential fixes
• providing structured feedback from real customer usage

You act as the bridge between customer problems and engineering solutions.

Support Customer Implementations

You will help customers successfully implement Shoreline workflows.

This may involve:

• guiding onboarding and configuration
• helping customers structure projects
• troubleshooting workflow issues
• identifying product improvements

Build Documentation and Knowledge

You will contribute to:

• troubleshooting guides
• customer documentation
• internal knowledge systems

We rely heavily on AI-assisted documentation workflows.

What We're Looking For

Strong Problem Solvers

You enjoy situations where:

• the problem is unclear
• systems behave in unexpected ways
• the solution requires investigation

Technical Curiosity

You don’t need to be a full-time developer, but you should be comfortable with things like:

• APIs
• data and logs
• technical debugging
• basic scripting or coding

AI-Fluent (or eager to become)

You are curious about using AI tools to improve your workflow and problem solving.

Clear Communication

You can explain complex technical issues clearly to both customers and engineers.

What This Role Is Not

This role is not:

• answering simple support tickets
• following scripts
• routing problems to engineering
• basic customer service

This role is about technical investigation and problem solving.

Helpful Backgrounds

Strong candidates often come from roles such as:

• Technical support engineer
• Solutions engineer
• Developer support
• Implementation consultant
• Technical customer success
• Product operations

Bonus Experience

Helpful but not required:

• Python or scripting
• API integrations
• SaaS troubleshooting
• simulation software
• wind energy or engineering tools

A Reality Check About This Role

This is not a traditional support job.

Many of the problems our customers face don’t have obvious answers. You will regularly encounter situations where the issue is unclear, documentation is incomplete, and the system behaves in unexpected ways. Your job is to investigate, reproduce the issue, analyze what’s happening, and figure out the root cause—often using logs, data, experimentation, and AI tools.

Sometimes the answer will involve writing a script, testing an API call, analyzing simulation behavior, or working with engineers to track down a bug.

If you enjoy digging into complex systems and figuring out how things actually work, you will likely enjoy this role.

If you prefer structured support queues, predefined answers, or routing issues to engineering without deep investigation, this role will likely feel frustrating.

The best people in this role are naturally curious and often find themselves debugging problems even when no one asked them to.

Application

Please include:

1. Your CV
2. A short description answering this question:

Describe a difficult technical problem you solved.
How did you investigate the issue and determine the root cause?

We care much more about how you think than where you worked.