Senior Support Engineer

What You'll Do

• Be the senior technical point of contact for enterprise customers, owning the hardest issues end-to-end and responding with clarity and speed.
• Deeply use and know the product: Crews, Flows, the Control Plane well enough to resolve the majority of issues without escalating, and to spot bugs customers haven't even reported.
• Reproduce, diagnose, and triage technical issues: read logs and traces, isolate root cause, and resolve directly where possible.
• Own clean handoffs to engineering: when something must escalate, file a well-defined ticket with reproduction steps, context, and severity. Keep the handoff between the support and engineering systems coherent so engineers aren't re-reading threads to figure out what's being asked.
• Define and own support SLAs, severity levels, and escalation paths so the loudest customer doesn't automatically become the highest priority — and continuously improve them.
• Build and maintain the knowledge base, FAQs, and troubleshooting docs, and improve product docs where they make false assumptions about customer setup.
• Set up structured customer onboarding so new enterprise users get to value quickly.
• Close the loop: synthesize recurring issues and feedback into clear signal for product and engineering, and help set the direction support takes as it grows.

Requirements

• 5+ years in technical support, developer support, solutions, or a similar customer-facing technical role, including time as a senior or anchor on the team.
• Genuinely technical: comfortable reading logs, stack traces, and API responses; able to navigate Python and the command line; can reason about how a distributed system fails.
• Familiarity with LLMs, agents, or developer tools, or the ability to ramp quickly and use the product daily.
• Strong written communication: you can explain a fix clearly and write a ticket an engineer can act on immediately.
• Process ownership: you've defined triage rules, SLAs, severity models, or escalation paths before, not just followed them, and you can show how it raised the quality of support.
• Empathetic, patient, and energized by helping people succeed; comfortable working independently and setting your own direction in a fast-paced remote startup.

Bonus

• Experience with support/issue tooling (ticketing systems, Linear, or similar).
• Prior experience supporting an open-source developer community.
• Experience standing up or overhauling a support function.