# Technical Support Engineer

**Company:** [Factory AI](https://hotfix.jobs/companies/factory-ai)
**Location:** Remote
**Role:** Support Engineering
**Skills:** Python, Go, Java, C++, JavaScript, Node.js, AWS, Microsoft Azure, GCP, Operating Systems, Networking, Firewalls, Load Balancers, Observability, CI/CD
**Posted:** 2026-08-24

> This role helps customers resolve architecture, performance, recovery, and security challenges while advocating for their needs internally. It also develops diagnostics, benchmarking, automation, and operational tooling, requiring programming and large-scale production administration experience.

## Job Description

## Responsibilities
- Solve complex customer challenges involving architecture, performance, recovery, security, and best practices for operating the platform.
- Advocate for customers by representing their needs to product management and engineering.
- Develop internal tools for performance benchmarking, diagnostics, and automation.
- Create playbooks for deployment and operational excellence.
- Collaborate with customer success, growth, and engineering on scalable processes and dashboards.

## Requirements
- Proficiency in one or more modern programming languages, such as Python, Go, Java, C++, or JavaScript/Node.js.
- Experience administering large-scale production environments, including hardware, operating systems, networks, firewalls, load balancers, and cloud platforms.
- Strong written and verbal communication skills.
- Ability to diagnose and solve problems calmly and effectively in real time.
- Ability to learn new technical skills and adapt to emerging technologies.
- Strong teamwork skills and sound judgment about when to seek help or collaborate.
- Genuine commitment to helping people and advocating for customer success.

## Nice-to-Haves
- Experience with AI/ML or enterprise software, especially B2B SaaS.
- Experience at startups or in high-growth environments building processes and tools from scratch.
- Familiarity with observability tools, automation frameworks, or CI/CD pipelines.
- Coding or scripting experience beyond a primary language, such as building integrations or automations.

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