Field Application Engineer

About ai&

ai& is a new global AI technology company dedicated to meeting the world's growing demand for AI. Our vision is twofold: to serve as a premier AI lab specializing in localization, and to act as a global infrastructure and compute provider. We are building a unified, optimized global platform that integrates next-generation data centers and infrastructure, heterogeneous compute serving, and advanced model services. We believe that the most effective way to build and scale AI is to own the stack from top to bottom.

At ai&, we empower small teams with the autonomy needed to tackle significant challenges. Our approach is to deconstruct large problems into manageable components and solve complex issues collaboratively. We seek highly motivated, mission-driven individuals who demonstrate strong personal agency. We value curiosity as the foundation of talent, and we are looking for people eager to develop alongside our evolving technology and expanding business.

We are actively hiring worldwide, with presence in Tokyo, SF, Austin, and Toronto. We are more than happy to meet exceptional talent where they are.

Role Overview
As a Field Application Engineer for our AI Platform, you are the technical bridge between ai& and our customers at every stage of the commercial relationship. You will work closely with the sales team in pre-sales engagements, helping customers understand what ai& can do and how it maps to their problems. You will then stay close through onboarding, implementation, and ongoing support, making sure customers are successful on the platform.

This is a role that demands both technical credibility and communication clarity. You need to be technical enough to work with customer engineers, and articulate enough to explain complex AI and inference concepts to a general audience including business leaders, product teams, and executives. You thrive at the intersection of technology and customer problems, understanding what someone needs and figuring out how to get them there.

On the AI platform side, you will work across inference serving, model deployment, custom AI, and agentic workflows. You will represent ai&'s capabilities in the field and bring the customer perspective back into the product and engineering teams.

Responsibilities

• Customer Technical Support & Issue Ownership: Serve as the primary technical point of contact for customers. Diagnose and resolve technical issues across the ai& platform, own cases through resolution, and ensure customers always have a clear path forward.

• Engineering Coordination & Escalation: Work closely with internal engineering teams to investigate and resolve complex customer issues. Translate customer problems into clear technical context, coordinate escalations, and drive issues to closure.

• Customer Onboarding & Implementation: Support customers through technical onboarding, integration, deployment, and configuration. Help them successfully adopt the platform and resolve implementation challenges along the way.

• Support Function Development: Help build and improve ai&'s customer support function, including support processes, escalation paths, documentation, troubleshooting practices, and knowledge sharing as the customer base grows.

• Customer Requirements & Feedback: Understand customer environments, technical requirements, and pain points. Bring structured feedback to Product and Engineering and help ensure customer needs are reflected in platform improvements.

• Technical Guidance & Communication: Explain technical topics clearly to customer engineers and business stakeholders. Provide practical guidance on architecture, integration, deployment, and best practices.

• Pre-Sales & Evaluation Support: Support Sales when technical expertise is needed during customer evaluations, demonstrations, and proof-of-concept engagements.

You may be a fit if you have the following skills

• Experienced FAE / Customer-Facing Engineer: You have significant experience as a Field Application Engineer, Applications Engineer, Customer Support Engineer, Solutions Engineer, or similar customer-facing technical role.

• Customer Support Ownership: You have supported enterprise customers through technical issues, integrations, and deployments, and are comfortable owning problems from initial investigation through resolution.

• Engineering Collaboration: You have experience working closely with product and engineering teams, communicating customer issues clearly, coordinating escalations, and driving technical problems to closure.

• Strong Technical Foundation: You can understand customer architectures, APIs, infrastructure, and software systems well enough to troubleshoot issues and communicate effectively with engineering teams.

• Support Process Mindset: You are comfortable helping establish and improve support processes, documentation, escalation paths, and operational practices in a growing organization.

• AI Experience Preferred : Experience with AI infrastructure, inference, LLMs, model serving, or related technologies is a strong plus, but not required.

• Native Japanese & English Communication Native-level Japanese is required, along with professional English communication skills for working with our global engineering team.

• Ownership & Teamwork: You are responsive, dependable, and comfortable taking ownership in a fast-moving environment where customer success requires close collaboration across teams.