> Markdown version of [/jobs/ext/3393448-support-engineer](https://www.wearedevelopers.com/jobs/ext/3393448-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer - **Company:** Nous Research, Inc. - **Location:** United States - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Programming Tools, Software Systems, Large Language Models, Bug Reporting, Free and Open-Source Software, Build Tools, Software Coding - **Published:** September 16, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=34f1d625cd0dd4f9 ## About the Role * Experience in technical support or support engineering within a medium to large support organization, with strong organizational habits and polished customer communication. * A track record of understanding complex software systems and methodically investigating unfamiliar technical problems. * Practical coding skills and experience building useful scripts, personal tools, or internal utilities. * Strong judgment about what to resolve independently, when to involve engineers, and how to make an escalation actionable. * Clear, empathetic communication with both technical and nontechnical users, including when an issue is unresolved or priorities change. * Consistent follow-through: you track commitments, coordinate handoffs, and close the loop without repeated reminders. * Ability to bring structure to an evolving support function and improve processes independently. * Availability to work US time zone hours., * Experience improving support workflows, building support automation, or introducing metrics and reporting. * Experience mentoring support engineers, leading a support team, or helping build a support function. * Familiarity with AI agents, LLM applications, open-source software, or developer tools. ## Description Nous is building at the frontier of agentic AI, and we're looking for a Support Engineer to own the critical interface between our users and the systems behind that work. You'll solve issues hands-on, drive fixes with engineers, and build the tooling, automation, and feedback loops that help support scale with a fast-moving product. This is an individual contributor role with broad ownership: from answering tickets and implementing straightforward fixes to improving how we prioritize issues, coordinate escalations, and measure support quality. There's room for this person to grow into shaping and leading a support organization as Nous scales. In your first 90 days, success means a healthier support queue, visible support metrics with clear improvement goals, independently delivered process and tooling improvements, and strong working relationships across the team., * Own support requests from initial response through resolution, keeping users informed and following through on every open thread. * Investigate technical issues, reproduce bugs, and develop a clear understanding of the systems and workflows behind them. * Implement straightforward fixes and practical workarounds where appropriate. * Partner with engineers to prioritize and schedule larger fixes, providing clear reproduction steps, technical context, and customer impact. * Build tools and automation that improve triage, investigation, communication, and follow-up. * Establish support metrics, surface trends, and define goals for queue health, responsiveness, resolution, and customer experience. * Turn recurring issues into improvements to the product, documentation, and support process. * Help shape the processes and operating practices that will support a growing support organization. ## Related Videos - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Modern Data Architectures need Software Engineering](https://www.wearedevelopers.com/videos/1030-modern-data-architectures-need-software-engineering) - [Unleashing the Power of Developers: Why Cybersecurity is the Missing Piece?!?](https://www.wearedevelopers.com/videos/712-unleashing-the-power-of-developers-why-cybersecurity-is-the-missing-piece) - [Designing UX for SRE Agents in High-Stakes Incidents](https://www.wearedevelopers.com/videos/100003-designing-ux-for-sre-agents-in-high-stakes-incidents) - [Are We All Prompt Engineers? 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