Remote Technical Support Engineer - Remote EMEA

Factory is bringing autonomy to software engineering. We are looking for a Technical Support Engineer to ensure customers get maximum value from our developer centric platform. You will partner with customers to resolve architecture, performance and operational challenges and contribute to internal tools that improve our product s scalability. As with all Factory roles, you will help shape how we build and deliver autonomous software and will work closely with our leadership and technical teams to ensure operational excellence as we scale. Work alongside our customers to address technical issues in architecture, performance, recovery and security becoming an expert resource on best practices for running Factory s platform. Contribute to internal projects such as software tools for performance benchmarking, diagnostics and automation, and help shape playbooks for deployment and operational excellence. Partner with customer success, growth, and engineering to design scalable processes and

dashboards that drive data informed decisions. Programming: proficiency in one or more modern languages such as Python, Go, Java, C++, or JavaScript/Node.js. Operational experience: experience administering large-scale production environments, including hardware, operating systems, networks (firewalls/load balancers), and cloud platforms like AWS, Azure, or Google Cloud. A genuine desire to help people and advocate for customer success. Strong teamwork skills and sound judgment on when to seek help or collaborate. Experience with AI/ML or enterprise software (especially B2B SaaS) that complements Factory s mission. Basic coding or scripting abilities beyond your primary language (e.g., writing integrations or automations).