Technical Support Engineer

Build the foundations of a world-class technical support function (playbooks, processes, SLAs, escalation paths)

Diagnose and resolve complex technical issues for engineering teams using

Work directly with customers via Slack and Pylon to troubleshoot and resolve issues

Reproduce customer issues and collaborate closely with engineering to drive fixes

Identify recurring issues and create feedback loops into product and engineering teams

Build automations and leverage AI tooling to remove manual support work and scale operations efficiently, GitHub Actions, Pylon, Slack, Firecracker, Docker, Linux, Ceph, CI/CD systems, distributed systems, AI/LLM tooling (Claude, MCP), CLI-based agents, bare-metal infrastructure

Do you have experience in Process improvement?, 5+ years in technical support or support engineering roles

Experience at a company with established support practices (Series B+ startup or strong engineering org such as Datadog, Notion, MongoDB, Cockroach, Figma, etc.)

Strong experience supporting developer-facing or engineering-heavy products

Comfortable working directly with engineers and deeply technical users

Proven experience improving or building support processes (not just operating within existing systems)

High energy, strong communicator, able to handle a high volume of daily technical interactions

Must be based in NYC and willing to work 5 days per week in-office (Flatiron)