Technical Support Engineer

Diagnosing and resolving complex technical issues across distributed systems, APIs, and cloud infrastructure

Troubleshooting production systems and debugging applications to identify root causes

Communicating technical concepts clearly to both technical and non-technical stakeholders

Escalating and resolving high-severity customer issues with urgency and sound judgment

Collaborating with engineering and product teams to drive bug resolution and process improvements

Acting as the primary point of contact and escalation for complex or urgent issues

Creating and maintaining technical documentation, knowledge bases, and troubleshooting guides

Supporting enterprise customers with complex technical needs and high-touch account management

Providing white-glove technical advisory and strategic guidance to premium customers

Reproducing and diagnosing bugs through detailed investigation and clear bug reporting

Managing support tickets and cases from intake through resolution with ownership mindset

Monitoring and improving support metrics such as response time, resolution time, and customer satisfaction

Debugging and diagnosing issues across containerized and cloud-native environments

Building and refining internal tooling, diagnostics, and runbooks for complex issue triage

Investigating performance issues and optimizing system behavior at scale

Leading post-mortems and incident reviews to drive continuous improvement from critical issues

Testing and validating complex software behavior and reproducing edge cases

Managing and optimizing support processes, workflows, and automation systems

Supporting modern AI-powered applications including LLM deployments and AI observability

Proactively identifying and communicating product gaps and improvement opportunities

Troubleshooting AI and machine learning model issues including embeddings, inference, and agent behaviors

Working with large language models and understanding their behavior, limitations, and integration patterns

Understanding and supporting enterprise search and knowledge graph architectures

Taking ownership of problems from identification through resolution and customer closure

Demonstrating resilience and maintaining high quality standards in fast-paced startup environments

Advocating for customer needs and influencing internal product and roadmap priorities

Building and maintaining customer confidence through clear, authoritative technical guidance

Adapting quickly to ambiguous situations and learning new products with intellectual curiosity

Mentoring and coaching junior support engineers and team members

Translating technical concepts and patterns into language accessible to generalist audiences

Conducting executive reviews with customers to assess technical health and unlock product value