Senior Support Engineer

Join our mission-driven team as a Senior Support Engineer. In this role, you will be the senior technical anchor for enterprise support, setting the standard for diagnosing, resolving, and learning from customer issues. You will work directly on the hardest problems, define how support operates, and own the SLAs, severity model, and escalation paths. You will also build and maintain the knowledge base, FAQs, and troubleshooting docs, and help set the direction support takes as it grows. This is a remote-first position with strong ownership and impact opportunities.

• 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.
• 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.
• Familiarity with LLMs, agents, or developer tools, or the ability to ramp quickly and use the product daily
• Empathetic, patient, and energized by helping people succeed; comfortable working independently and setting your own direction in a fast-paced remote startup
• 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
• Strong written communication: you can explain a fix clearly and write a ticket an engineer can act on immediately
• 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. You don't need to ship production features, but you need to hold a credible technical conversation with both developers and our own engineers
• 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